AI Customer Service Platform

1The Challenge

A growing e-commerce company was struggling with customer support scalability. Their team of 20 agents couldn't keep up with 5000+ daily inquiries, leading to long wait times and customer churn.

2Our Solution

We built an AI-powered customer service platform that combines GPT-based natural language understanding with a custom knowledge base. The system handles routine inquiries automatically while seamlessly escalating complex issues to human agents.

3Core Features

• Multi-channel support (Web, WeChat, App)
• Intent recognition with 95% accuracy
• Automated order tracking and returns
• Real-time sentiment analysis
• Smart routing to specialized agents

4Results

90% of inquiries now handled automatically. Average response time dropped from 15 minutes to 30 seconds. Customer satisfaction increased by 40%. The client reduced their support team from 20 to 8 agents while handling 3x more volume.