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Automating Customer Support with Conversational AI
- BrightWave Retail
- Faster Response Times
Challenge:
BrightWave Retail’s customer support team was overwhelmed by high ticket volumes during peak seasons, resulting in long wait times, inconsistent responses, and rising staffing costs. The lack of after-hours support also led to missed sales opportunities.
Solutions:
We designed and deployed an AI-powered chatbot integrated with the company’s CRM and order management systems. The chatbot handled FAQs, order tracking, and returns autonomously, while seamlessly escalating complex issues to human agents with full context.
Outcome:
- Reduced average response time from 12 minutes to 45 seconds
- Automated resolution of 68% of incoming tickets
- Cut support staffing costs by 30% within six months
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