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AI-Powered Customer Service Chatbot for Enhanced Customer Support

unosquare.com

Retail

Challenges in Scaling Customer Support

Global Retail Corp is experiencing increasing customer support volume, leading to long wait times, high operational costs, and inconsistent service quality. Their current support system, primarily relying on human agents, struggles to handle peak loads and provide 24/7 availability. Customer satisfaction scores are declining due to these issues.

About the Client

Global Retail Corp is a large multinational retailer with a significant online presence, selling a wide range of consumer goods.

Project Goals

Reduce customer support wait times by 50%.
Improve customer satisfaction scores by 15%.
Decrease operational costs associated with customer support by 30%.
Provide 24/7 customer support availability.

System Functionality

Natural Language Processing (NLP) for understanding customer intent.
Automated responses to frequently asked questions (FAQs).
Integration with CRM system to access customer data.
Ability to handle order tracking, returns, and basic product information.
Seamless handover to human agents when necessary.
Sentiment analysis to identify frustrated customers.
Reporting and analytics on chatbot performance.

Technology Stack

Python

TensorFlow/PyTorch (for NLP)

Dialogflow/Rasa (chatbot platform)

AWS/Azure/GCP (Cloud infrastructure)

REST APIs

Integration Requirements

CRM System (Salesforce/Dynamics 365)
Order Management System
Knowledge Base
Payment Gateway (for order-related inquiries)

Non-Functional Requirements

High scalability to handle peak loads.
High availability (99.9% uptime).
Secure data handling and customer privacy.
Fast response times (under 2 seconds).
Robust error handling and monitoring.

Expected Business Impact

Implementing the AI-powered chatbot is expected to significantly improve customer experience, reduce operational costs, and free up human agents to focus on more complex issues. This will lead to increased customer loyalty, improved brand reputation, and a positive impact on the bottom line. The automation of routine tasks will allow for more efficient allocation of resources and better customer service.