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Development of an AI-Powered Customer Support Chatbot for E-commerce

unosquare.com

eCommerce

Retail

Information technology

Challenges in Customer Support Scalability

ShopEase Solutions faces increasing customer support costs and response delays during peak sales periods, leading to customer dissatisfaction and lost revenue opportunities.

About the Client

A mid-sized e-commerce platform specializing in consumer electronics, seeking to enhance customer service efficiency.

Key Goals for the New System

Reduce average customer support response time by 60%
Decrease operational support costs by 40% within 12 months
Improve customer satisfaction scores by 25% through 24/7 support availability

Core System Capabilities

Natural language processing for intent recognition
Integration with existing CRM and order management systems
Multi-channel support (web, mobile app, social media)
Automated ticket creation and prioritization
Real-time sentiment analysis for escalation triggers

Technology Stack Preferences

Node.js

Python

TensorFlow

MongoDB

AWS Lambda

System Integration Needs

Zendesk
Shopify API
Google Cloud Speech-to-Text
Stripe Payment Gateway

Performance and Security Requirements

Support 10,000 concurrent users during peak traffic
Achieve 99.9% system uptime SLA
Comply with GDPR and PCI DSS standards
Response latency under 500ms for 95% of queries

Expected Business Outcomes

Implementation of the AI chatbot is projected to reduce support costs by $1.2M annually, increase customer retention by 18%, and enable the support team to focus on complex issues requiring human expertise.