Reducing customer support pressure with AI-assisted workflows
An e-commerce business needed faster customer responses without adding support headcount. We reviewed the support process, identified repeat queries and designed an AI-assisted workflow to reduce manual handling.
Project Overview
Industry
E-commerce
Duration
10 weeks
Team Size
3 consultants
The Challenge
A growing e-commerce business was struggling to keep up with customer service demands during peak seasons, leading to delayed responses and customer frustration.
Our Solution
We implemented an AI-assisted workflow that could handle common customer inquiries, track orders and process simple returns automatically, integrated with their e-commerce platform and CRM.
Manual support tickets
First response time
Customer satisfaction
Results Achieved
- Reduced support workload by 40%
- Improved first-response speed
- Created a repeatable support knowledge base
Technologies Used
Project Timeline
Discovery & Analysis
Analysed customer support workflows and identified automation opportunities
Design & Development
Built and tested AI-assisted workflow with system integration
Deployment & Training
Launched system and trained support team on new processes
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