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Case Study Nov 28, 2024 7 min read
NLP in Customer Service: A Case Study
How we helped a retail client reduce support costs by 60% with conversational AI.
Customer service is often a high-cost center. This case study details how we transformed a retail giant's support operations using Natural Language Processing (NLP).
The Challenge
The client was overwhelmed by repetitive queries regarding order status and returns, leading to long wait times and frustrated customers.
The Solution
We deployed a context-aware conversational AI capable of handling 80% of routine inquiries autonomously. Complex issues were seamlessly handed over to human agents with full conversation history.
The Results
Support costs dropped by 60%, while customer satisfaction scores increased by 15% due to instant response times and 24/7 availability.