AI Agents-Based Customer Support For an Online Store Serving 3+ Million Customers Yearly
Challenge
How delegating the support ticket triage groundwork to an AI multi-agent system empowered a US online store to process support requests 4 times faster and increase first-response time by 75% without hiring more customer support specialists.
read more > https://www.instinctools.com/success-stories/ai-agents-based-customer-support-for-an-online-store/
How delegating the support ticket triage groundwork to an AI multi-agent system empowered a US online store to process support requests 4 times faster and increase first-response time by 75% without hiring more customer support specialists.
read more > https://www.instinctools.com/success-stories/ai-agents-based-customer-support-for-an-online-store/
Solution
When the number of customer support requests hits 5,000 per day and spikes up to 10,000 on Black Friday and holidays, mostly manual handling becomes a bottleneck. Delays, inconsistencies, and escalating costs snowball by the day. Our client, a US-based online store with over three million shoppers, felt the pressure where it hurt most: in operational efficiency and customer satisfaction score (CSAT).
When the number of customer support requests hits 5,000 per day and spikes up to 10,000 on Black Friday and holidays, mostly manual handling becomes a bottleneck. Delays, inconsistencies, and escalating costs snowball by the day. Our client, a US-based online store with over three million shoppers, felt the pressure where it hurt most: in operational efficiency and customer satisfaction score (CSAT).
Results
Slow and costly process
On average, consumers expect their query to be answered within 5 minutes*. In the client’s case, the waiting time could stretch to 12 minutes. This gap put the online store at risk of losing half their customer base, as only 1 in 2* shoppers is willing to stay with the company after a single poor support experience.
Slow and costly process
On average, consumers expect their query to be answered within 5 minutes*. In the client’s case, the waiting time could stretch to 12 minutes. This gap put the online store at risk of losing half their customer base, as only 1 in 2* shoppers is willing to stay with the company after a single poor support experience.