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AI-Powered Customer Support Chatbot for E-commerce Platform

unosquare.com

eCommerce

Customer Support Inefficiencies

GlobalGadgets is experiencing high volumes of customer support inquiries, leading to long wait times, increased operational costs, and decreased customer satisfaction. Their existing support system relies heavily on human agents, which is proving insufficient to handle the growing demand and provide 24/7 availability.

About the Client

GlobalGadgets Inc. is a leading online retailer specializing in consumer electronics and accessories, serving a global customer base.

Project Goals

Reduce customer support ticket volume by 30% within the first six months.
Improve customer satisfaction (CSAT) scores by 15% within the first year.
Provide 24/7 instant support to customers across multiple channels (website, mobile app).
Reduce customer support operational costs by 20%.

System Functionality

Natural Language Processing (NLP) for understanding customer queries.
Automated responses to frequently asked questions (FAQs).
Order tracking and status updates.
Returns and exchange processing.
Product information retrieval.
Seamless handover to human agents when necessary.
Sentiment analysis to identify frustrated customers.
Multi-lingual support.

Technology Stack

Google Dialogflow

Python

REST APIs

Cloud Platform (AWS or Azure)

System Integrations

CRM system (Salesforce)
Order Management System (OMS)
Knowledge Base
Live Chat platform

Non-Functional Requirements

Scalability to handle peak traffic loads.
High availability and reliability (99.9% uptime).
Data security and privacy compliance (GDPR, CCPA).
Performance: Average response time of under 2 seconds.
Maintainability: Easy to update and improve chatbot knowledge.

Expected Business Impact

Implementing this AI-powered chatbot is expected to significantly improve customer satisfaction, reduce operational costs, and free up human agents to focus on more complex issues. This will lead to improved customer loyalty, increased sales, and a stronger competitive advantage for GlobalGadgets Inc.