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AI-Powered Customer Service Chatbot for Global E-commerce Retailer

unosquare.com

eCommerce

Retail

Consumer products & services

Customer Support Bottlenecks and Rising Operational Costs

Global Retail Solutions Inc. is facing increasing pressure from a growing volume of customer inquiries through email and phone channels. This is leading to long wait times, high operational costs associated with a large customer service team, and inconsistent service quality across different regions. Their existing knowledge base is difficult for customers to navigate and doesn’t always address their specific needs efficiently.

About the Client

Global Retail Solutions Inc. is a leading online retailer specializing in apparel and accessories, serving customers worldwide. They have experienced rapid growth and are seeking to enhance customer support efficiency and improve customer satisfaction.

Improve Customer Support Efficiency and Customer Satisfaction

Reduce customer service response times by 40%.
Decrease customer service operational costs by 25%.
Improve customer satisfaction scores (CSAT) by 15%.
Provide 24/7 customer support availability.
Increase self-service resolution rate.

AI-Powered Customer Support Platform

Natural Language Processing (NLP) for understanding customer intent.
Automated responses to frequently asked questions (FAQs).
Product search and recommendations.
Order tracking and status updates.
Automated return and exchange processing.
Seamless handover to human agents when needed.
Multilingual support (English, Spanish, French, German initially).

Cloud-Based AI Platform

Amazon Lex or Google Dialogflow

Python

REST APIs

AWS or Google Cloud Platform

CRM Integration APIs (Salesforce, Zendesk)

CRM and Order Management Systems

Salesforce CRM
Shopify Order Management System
Existing Zendesk Ticketing System

Scalability, Security, and Performance

High availability and scalability to handle peak traffic.
Robust security measures to protect customer data.
Fast response times (under 2 seconds).
Compliance with GDPR and other relevant data privacy regulations.

Significant Improvement in Customer Experience and Operational Efficiency

The successful implementation of this AI-powered chatbot is expected to significantly improve the customer experience by providing instant support and reducing wait times. It will also lead to substantial operational cost savings by automating routine tasks and freeing up human agents to focus on more complex issues. Increased customer satisfaction and improved agent efficiency are anticipated outcomes. The project is expected to yield a positive ROI within 18 months.