Retail & E-commerce
Australian multi-channel retailer
Retail & E-commerce
80% enquiries automated
Key Result
80% enquiries automated
The Challenge
Customer service team was overwhelmed with routine enquiries, leading to 48-hour response times and declining satisfaction scores.
Our Solution
Deployed an intelligent customer service agent that handles 80% of routine enquiries autonomously, with seamless escalation to human agents for complex cases.
The Outcome
Response time reduced from 48 hours to under 2 minutes for 80% of enquiries, with customer satisfaction scores up 34%.
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