E-commerce AI Customer Assistant
Deployed an AI-powered chatbot that handles 70% of customer queries automatically, reducing response time by 85%.
Query Automation
Handled by AI
Response Time
From 4+ hours
Cost Savings
Support operations
CSAT Improvement
Customer satisfaction
!The Challenge
A leading D2C fashion brand was struggling with their customer support operations. With over 5,000 daily inquiries across WhatsApp, Instagram, and email, their support team was overwhelmed. Response times averaged 4+ hours, leading to cart abandonment and negative reviews.
Key pain points included: - High volume of repetitive queries (order tracking, sizing, returns) - Inconsistent responses across different support agents - 24/7 support expectations from customers - Difficulty scaling during sale seasons
Our Solution
We implemented Responn, our AI-powered omni-channel support system, integrated with their existing Shopify store and logistics partners.
Phase 1: Intent Recognition & Automation
Built custom NLP models to identify customer intent with 95%+ accuracy. Automated responses for: - Order tracking (real-time sync with shipping APIs) - Size recommendations (based on purchase history) - Return/exchange initiation - Product availability checks
Phase 2: Human Handoff Intelligence
Designed smart escalation rules that route complex issues to human agents with full conversation context. AI suggests responses to agents, reducing their handling time.
Phase 3: Proactive Engagement
Implemented abandoned cart recovery, delivery status updates, and feedback collection—all automated through WhatsApp.
AI Customer Support Workflow • Click to enlarge
Results & Impact
Technologies Used
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