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Development of AI-Powered Customer Support Chatbot for Global Retailer

unosquare.com

Retail

Consumer products & services

eCommerce

Rising Customer Service Costs and Inefficient Response Times

Global Retail Corp is facing challenges with escalating customer service costs due to a high volume of repetitive inquiries. Current support channels (phone, email) result in long wait times, inconsistent answers, and limited 24/7 availability, negatively impacting customer satisfaction and operational efficiency. Agent burnout is also a growing concern.

About the Client

Global Retail Corp is a large multinational retailer with over 500 stores and a significant online presence, selling a wide range of apparel, accessories, and home goods. They are experiencing increasing customer service demands and seeking to improve efficiency and customer satisfaction.

Enhance Customer Service Efficiency and Satisfaction

Reduce customer service operational costs by 30% within 12 months.
Improve customer satisfaction scores (CSAT) by 15% within 6 months.
Provide 24/7 instant support to customers across all channels.
Increase agent productivity by automating routine inquiries.

AI-Powered Customer Support Chatbot Functionality

Natural Language Processing (NLP) for understanding customer intent.
Automated FAQ answering.
Order tracking and status updates.
Return and exchange processing initiation.
Integration with CRM system for customer data access.
Seamless handover to live agent when needed.
Sentiment analysis to identify frustrated customers.

Cloud-Based AI Platform

Amazon Lex

Google Dialogflow

Microsoft Bot Framework

CRM and Order Management Systems

Salesforce
NetSuite

Scalability, Security, Performance

High availability (99.9% uptime).
Secure data handling and compliance with GDPR and CCPA.
Scalability to handle peak traffic volumes.
Fast response times (under 2 seconds).

Improved Customer Experience and Cost Savings

Successful implementation of the AI-powered chatbot will lead to significant improvements in customer satisfaction, reduced operational costs, and increased agent productivity. The ability to provide 24/7 support will enhance customer loyalty and drive sales. The project is expected to deliver a positive ROI within 18 months.