Case Studies

Background

A prominent retail e-commerce platform, active in numerous countries, encountered difficulties in handling its customer support operations. With millions of queries each month in various languages, their current support system became overwhelmed, resulting in extended wait times and frustration among customers.

Challenge

Handle 5 million customer queries monthly

Reduce average response time from 24 hours to under 1 hour

Improve first-contact resolution rate to 80%

Enhance multilingual support capabilities

Solution: Implementing ASK AI

They deployed ASK AI, an advanced enterprise knowledge assistant, to revolutionize its customer support operations.

Key features utilized:

Natural Language Understanding: Interprets customer queries accurately

Multi-Source Integration: Searches across all enterprise data sources

Customizable Knowledge Base: Easily updated with product information and policies

Secure and Compliant: On-premise deployment with role-based access control

Implementation Process

Needs Analysis: Identified key pain points in the Retail's support workflow

Knowledge Base Creation: Compiled and structured existing support documentation

Language Model Training: Fine-tuned ASK AI for e-commerce-specific terminology

Integration: Connected ASK AI with a certain Retail's CRM and inventory systems

Pilot Testing: Conducted a 2-week pilot with a subset of customer queries

Full Rollout: Gradually expanded to all support channels over 2 months

Results

10

minute average response time from 24 hours.

85%

First-contact resolution rate increased from 80%

40%

Increase in customer satisfaction score

150%

Support team productivity increased.

Client Testimonial

ASK AI has revolutionized our customer support efforts. We can now deliver immediate, precise answers to our customers at any time. This has positively affected customer satisfaction and our financial performance remarkable.

John Smith