Customer Experience

Customer Support Re-imagined

AI customer experience systems that scale with your growth, not your headcount.

AI Voice Receptionists

AI Voice Receptionists: Never miss a call, lead, or client. 24/7 conversational agents answer, qualify, and route calls instantly.

Support Ticket Chatbots

AI chatbots that ingest, categorize, and solve support tickets. Integrating with your CRM, knowledge base, and order systems.

AI agents that handle complex booking workflows: Sync calendars, process payments, send multilingual reminders & integrate with your CRM.

Booking AI Agents

Client:

Sustainable Outwear Brand

When a single influencer video blew-up their sustainable outerwear brand, orders exploded. But beneath the celebration lay panic:

• Inbox Tsunami: Thousands of daily messages drowned their tiny team: order checks, sizing questions, shipping time,..

• Temporary Solutions: Generic auto-replies frustrated customers, and made them feel unheard.

• Operational Meltdown: Staff worked 18 hour days tracking orders. Mistakes piled up. The sudden growth threatened to sink them.

• Manual Data entry: Customer information from inquiries had to be manually transferred to their CRM, a time-consuming and error-prone process.

• Brand Image Risk: The disconnect between their personalized marketing and impersonal support threatened to damage customer loyalty and brand perception.

The implementation of the AI and automation solution delivered immediate impact on the client’s operations and customer experience. The brand not only managed its explosive growth but also significantly enhanced its reputation for exceptional service:

Instantaneous Response Times: Customer inquiries that once faced significant delays were now addressed in less than 30 seconds, leading to a dramatic reduction in wait times and immediate customer gratification.

24/7 Global Coverage: The AI system provided round-the-clock support, ensuring customers from any time zone received assistance whenever they needed it, significantly expanding the brand’s service reach.

Seamless Customer Journeys: The integrated chatbot facilitated end to end customer journeys, from initial inquiry and product discovery to purchase completion and post-sales support.

Enhanced Personalization: Leveraging CRM integration and advanced AI, every customer interaction became personalized. The chatbot remembered past conversations, purchase history, and preferences, making customers feel valued and understood.

Significant Reduction in Support Costs: By automating the vast majority of routine inquiries and transactions, the client was able to handle a massive increase in customer volume without needing to scale their human customer service team proportionally, leading to substantial cost savings.

Improved Data Accuracy and Efficiency: Automated data capture and CRM integration eliminated manual errors and ensured that customer information was always up-to-date and accessible, providing a single source of truth for all customer interactions.

Liberated Human Resources: The client’s team was freed from the burden of repetitive customer service tasks. Their focus shifted entirely to strategic operations like inventory management, quality control, and efficient packing and shipping, allowing them to excel in their core competencies.

Positive Brand Perception: The ability to provide instant, accurate, and personalized support, even during periods of hyper-growth, significantly boosted customer satisfaction and reinforced the brand’s commitment to its community. This translated into positive reviews, increased loyalty, and strong word-of-mouth referrals.

Target:

Control over DMs

The Challenges

Our Solution

The implementation was executed through a carefully planned, phased approach. We engineered a unified CX system that didn’t just answer questions.

First Phase

Sophisticated Chatbot for Comprehensive Inquiry Handling: We developed an advanced chatbot designed to understand and respond to a wide array of customer inquiries. This wasn't a simple FAQ bot; it was capable of engaging in natural language conversations, understanding context, and providing accurate, detailed answers to complex questions about products, orders, and brand values.

Seamless Transactional Capabilities: The chatbot was integrated directly with the client's e-commerce platform, enabling it to:

• Facilitate Purchases: Guide customers through the buying process directly within the chat.

• Generate Payment Links: Securely generate and provide personalized payment links, simplifying the checkout experience.

Handle Order Modifications: Assist with order changes, cancellations, and tracking inquiries efficiently.

Automated CRM Integration: To eliminate manual data entry and ensure a unified customer view, the chatbot was seamlessly integrated with the client’s CRM system. It automatically captured and updated personal client information, inquiry details, and purchase history, ensuring that every customer interaction enriched their profile.

24/7 Uninterrupted Support: The AI powered chatbot operated around the clock, providing instant support to customers regardless of time zones or business hours.

After tackling the influencer impact, we focused on scaling the chatbot to solve further complexities:

• Audio Processing (OpenAI Whisper): Enabled the system to transcribe and understand voice messages from customers, allowing for more flexible and accessible communication channels.

• Image Recognition (Imagen): Empowered the chatbot to interpret images sent by customers of specific items and processed in context.

• Contextual Awareness: Remembered past interactions across channels thanks to database.

Second Phase

The Results

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