Client: Tom Li, Customer Service Lead, UrbanStore
Challenge:Store’s customer service team was regularly overwhelmed by inquiries related to product availability, order tracking, and return policies. The high volume of repetitive questions caused delays, leading to customer dissatisfaction and an overall drop in customer retention. With shoppers expecting fast, reliable responses, UrbanStore found it increasingly challenging to keep up, especially during peak seasons. The existing support system wasn’t scalable enough to meet demand, and maintaining an adequately sized team proved costly.
These challenges strained the store’s ability to deliver the seamless shopping experience that today’s customers demand. Customers were becoming frustrated by long response times, which impacted the brand’s reputation and led to abandoned carts and missed opportunities. The store needed an efficient, scalable solution to address routine queries quickly and reduce customer support costs without compromising on quality.
Solution:Aisa-X introduced a retail-focused AI assistant capable of handling 60% of inquiries autonomously. Customers quickly adapted to the AI’s instant support, with 50% preferring the chatbot over traditional methods like calls or emails (Forrester). The assistant was smoothly integrated into the store’s online platforms.
Implementation Phases
Deploy Aisa-X on Retail Platforms
Introduce Aisa-X on the retail store’s website and mobile app to manage common inquiries.
Train on Product Information and Policies
Use product inventory, order policies, and return guidelines to train Aisa-X for common customer queries.
Order Tracking API Setup
Connect Aisa-X to the order management system to provide real-time order updates.
Integrate with Inventory Management System
Link Aisa-X with the inventory system to provide up-to-date product availability information.
CRM Integration for Customer Interaction Insights
Connect Aisa-X to the CRM (Salesforce, HubSpot) for tracking customer interactions and improving service quality.
Complex Issue Escalation Pathway
Set up automated escalation for issues that require human intervention to ensure a seamless customer experience.
Results: the Retail store achieved an 80% reduction in support costs and noted a 40% increase in customer preference for AI-based support (Spiceworks). With a 33% improvement in satisfaction levels, the AI assistant provided UrbanStore with a competitive advantage, driving a 15% increase in repeat customers.
- 💰 Support Costs: 80% reduction
- 📈 Customer Satisfaction: 33% growth
- 💬 AI Preference: 40% customer preference for AI-based support
- 🔄 Repeat Customers: 15% increase

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.”