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AI-Powered Customer Service Chatbot for Retail Company

unosquare.com

Retail

Consumer products & services

eCommerce

Customer Service Inefficiencies

Global Retail Solutions Inc. is experiencing high volumes of customer service inquiries, leading to long wait times, increased operational costs, and reduced customer satisfaction. Their current customer service model relies heavily on human agents, which struggles to handle peak demand and provide consistent, 24/7 support.

About the Client

Global Retail Solutions Inc. is a large multinational retailer specializing in apparel, footwear, and accessories, with a significant online presence.

Project Goals

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

Functional Requirements

Natural Language Processing (NLP) for understanding customer queries.
Automated responses to frequently asked questions.
Order tracking and status updates.
Return initiation and management.
Basic troubleshooting assistance.
Seamless escalation to human agents when necessary.
Customer sentiment analysis.

Preferred Technologies

Google Dialogflow

Python

Cloud Platform (AWS/Azure/GCP)

Integrations Required

CRM system (Salesforce)
Order Management System (OMS)
Shipping provider APIs

Key Non-Functional Requirements

Scalability to handle peak demand.
High availability and reliability.
Secure data handling and customer privacy.
Multi-language support.
Performance: Average response time < 2 seconds

Expected Business Impact

Implementing this AI-powered chatbot is expected to significantly improve customer experience, reduce operational costs, and free up human agents to focus on more complex customer issues. This will lead to increased customer loyalty and improved business efficiency, ultimately contributing to a stronger bottom line.