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AI-Powered Customer Service Chatbot for Enhanced Customer Support

unosquare.com

Retail

Consumer products & services

eCommerce

Challenges with Current Customer Service

Global Retail Corp's current customer service model relies heavily on human agents, leading to long wait times, inconsistent responses, and high operational costs. Customer inquiries are often repetitive and time-consuming to resolve. They are struggling to scale their customer service operations to meet growing demand and maintain high levels of customer satisfaction.

About the Client

Global Retail Corp is a large multinational retailer with a significant online presence, offering a wide range of products to consumers worldwide. They are experiencing increased customer service demands and aiming to improve response times and customer satisfaction.

Project Goals

Reduce average customer service response time by 50%.
Increase customer satisfaction scores by 15%.
Lower customer service operational costs by 20%.
Provide 24/7 customer support availability.

System Functionality

Natural Language Processing (NLP) for understanding customer intent.
Automated response generation based on pre-defined knowledge base and machine learning.
Integration with CRM system for customer data access.
Seamless escalation to human agents when necessary.
Sentiment analysis to identify frustrated customers.
Reporting and analytics dashboard to track chatbot performance.

Technology Preferences

Google Dialogflow

Python

Cloud-based infrastructure (AWS/Azure/GCP)

Required Integrations

CRM system (Salesforce)
Knowledge base system (Confluence)
Live chat platform (Intercom)

Non-Functional Requirements

High availability and scalability.
Secure data handling and compliance with privacy regulations (GDPR, CCPA).
Fast response times (under 2 seconds).
Robust security measures to prevent malicious attacks.

Expected Business Impact

This project is expected to significantly improve customer service efficiency and customer satisfaction. By automating routine inquiries and providing 24/7 support, Global Retail Corp can reduce operational costs, free up human agents to focus on complex issues, and enhance the overall customer experience. Improved customer satisfaction is expected to lead to increased customer loyalty and positive brand perception.