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Case Study

1.6 Million Order Status Inquiries Automated Per Month by AI Agent

Home » Resources » Case Studies » 1.6 Million Order Status Inquiries Automated Per Month by AI Agent

Industry

Function

Topic

,

Results

1.6M

1.6 million messages per month automated

37%

37% reduction in customer support time

33%

33% increase in customer satisfaction

Company Profile

One of the largest retail chains in Australia with 325 stores and 40,000 employees.

Challenge

High volume of order status inquiries

This retail chain’s contact center team was overwhelmed with customer inquiries from all over the globe. The high volume caused delays in response times, causing poor customer experience with time-sensitive inquiries like order and delivery status.

Leadership sought a solution that would automate customer interactions to improve overall customer satisfaction while supporting human agents in their contact center.

Solution

AI Agent provides 24/7 customer support

The AI Agent was implemented to aid both customers and employees. The agent is integrated with the company’s order management system so it can identify and track customer orders. The chat interface can provide customers with detailed information on order status, the selected courier, and delivery tracking. The agent has native support integrations that make it available in 13 languages, making it accessible for global customers.

For employees, the agent is integrated into back-end processes of their order management system and customer management systems. These integrations allow the virtual agent to build a 360-degree customer profile and update it with information from customer interactions. This enabled the human agents to use the live chat functionality to review up to date customer details when taking calls, increasing end-to-end efficiency and productivity.

Within the first three months of implementation, 5 million messages were sent, and 90,000 users were serviced in real time, improving customer satisfaction by 33%. The 24/7 availability of self-service customer support saved the customer support team 37% of their time.

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