The Challenge

The client, a major UK retailer with over 500 stores nationwide, was facing increasing customer service costs and struggling to maintain service quality during peak periods. They needed a solution that could handle common customer inquiries efficiently while maintaining a high level of customer satisfaction.

Our Solution

We implemented a custom AI-powered chatbot using Dialogflow CX, integrated with their existing CRM and order management systems. The solution included natural language processing capabilities to understand customer intent, sentiment analysis to detect customer frustration, and seamless handoff to human agents when necessary.

Results

  • 35% reduction in customer service operational costs
  • 28% improvement in customer satisfaction scores
  • 89% of common inquiries successfully resolved without human intervention
  • Average response time reduced from 15 minutes to under 30 seconds
  • Successful handling of seasonal traffic spikes without additional staffing