80%
Auto-Resolved
Inquiries handled without human intervention
<30 sec
Avg Response
Down from 24 hours average
4.8/5
CSAT Score
Customer satisfaction rating
-55%
Support Cost
Reduction in support operational costs
The Challenge
E-Commerce Plus, a growing online retailer, was overwhelmed by customer support inquiries. With thousands of orders daily, their support team couldn't keep up with questions about order status, returns, and product information. Response times were averaging 24 hours, leading to negative reviews and lost repeat customers.
The Solution
Calimatic AI deployed a comprehensive customer support automation system. An AI chatbot handles common inquiries 24/7, integrates with the order management system for real-time status updates, and intelligently routes complex issues to human agents. The system learns from each interaction to improve over time.
The Results
E-Commerce Plus now resolves 80% of customer inquiries automatically, with response times under 30 seconds. Customer satisfaction scores have risen dramatically, and the support team can focus on complex issues that truly need human attention.
"Our customers get instant answers now, and our support team isn't burning out. The AI handles the routine stuff perfectly, and our agents can actually solve the complex problems."
Michelle Wong
Head of Customer Experience, E-Commerce Plus
Implementation Highlights
- AI chatbot with order management integration
- Real-time order status and tracking updates
- Automated returns and refund processing
- Smart routing to human agents for complex issues
- Continuous learning from customer interactions
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