Challenge:Customer support team struggled to manage a high volume of inquiries about order tracking, product availability, and return policies. The constant influx of repetitive questions across support channels created costly delays, with customers expressing frustration over extended wait times. This led to an increase in abandoned carts and a decline in customer satisfaction, impacting the company’s reputation and bottom line.
The high operational cost of maintaining a large enough support team to handle these inquiries became unsustainable. The operation team needed a solution to reduce response times and manage routine inquiries immediately, without compromising on quality or raising costs. The company was particularly interested in a scalable approach that could meet the expectations of today’s customers for instant, responsive service.
Solution: Aisa-X implemented an AI chatbot trained specifically for e-Commerce needs. This chatbot managed 60% of customer interactions and was designed to assist with order updates, product questions, and returns. For 70% of customers who preferred personalized support, Aisa-X provided tailored responses while routing complex issues to human agents.
Implementation Phases
Deploy Aisa-X for E-commerce Support
Launch Aisa-X as an AI chatbot for website and mobile app to manage customer interactions.
Train on Product & Order FAQs
Use product catalogs, order FAQs, and return policies to equip Aisa-X for handling common queries
Order Tracking API Integration
Integrate with the order tracking system to allow Aisa-X to provide real-time updates.
Link to CRM for Customer Insights
Connect Aisa-X to the CRM (Shopify CRM or similar) for tracking and analyzing customer interactions.
Return & Exchange Process Automation
Set up Aisa-X to handle returns and exchange requests, reducing the load on human agents.
Advanced Product Recommendation – In Progress
Enable AI recommendations based on browsing and purchase history for future enhancements.
Results: The outcome was transformative: Company reported a 33% increase in customer satisfaction and a 57.5% reduction in escalation rates. Support costs fell by 80%, allowing them to reallocate resources towards improving their website experience. Aisa-X’s proactive support helped boost customer retention by 15%, making it a core asset of the customer service team.
- 📈 Customer Satisfaction: 33% increase
- 📉 Escalation Rates: 50% reduction
- 💸 Support Costs: 80% decrease
- 💼 Customer Retention: 15% growth
ABOUT AUTHOR
Venkateshkumar S
Full-stack Developer
“Started his professional career from an AI Startup, Venkatesh has vast experience in Artificial Intelligence and Full Stack Development. He loves to explore the innovation ecosystem and present technological advancements in simple words to his readers. Venkatesh is based in Madurai.”
