The challenge

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Our client is a leader in the retail industry. Due to increasing challenges in talent acquisition, extended customer wait times to contact call centre staff had started to negatively impact satisfaction levels.

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The solution

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The client needed to develop solutions to automate the service process, reducing customer wait times for product information and/or basic technical support. To address these challenges, we proposed to the client to implement Generative AI solutions, including:

• A chatbot with customer chat scripts: trained to have simple conversations with customers. This enabled it to handle the most common queries and issues, taking the pressure off the call centre
• A technical chatbot for customers: trained on customer materials such as FAQs, user manuals and chat scripts. As a result, the chatbot was able to provide comprehensive answers to customer queries 
• An internal advice chatbot for the second line helpdesk: providing information and advice to staff based on materials and internal information, supporting staff in resolving issues and providing information to customers

An added benefit was the ability to extend customer service to additional languages.

The result

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The implementation of Generative AI solutions brought a number of benefits to the client:

• Improved customer service efficiency: the chatbots relieved the pressure on the hotline, reducing call waiting times
• Improved customer service: the chatbots provided comprehensive and accurate answers to customer questions, improving satisfaction levels
• Time and cost savings: the chatbots automated simple tasks, freeing up agents to solve more complex problems

In addition, the client recognised the innovation and efficiency of the solutions used, and the Generative AI solutions were included in the client's catalogue of best practices.