Automating Customer Support for a Global E-Commerce Platform

Context: A fast-growing global e-commerce platform experiencing a surge in customer queries and support requests across multiple channels.  

Challenge: The client struggled with high customer service response times due to the sheer volume of queries. Their manual customer support system could not handle the influx efficiently, leading to customer dissatisfaction and lost revenue opportunities.  

Action:  

1. AI-Powered Chatbots and Virtual Assistants:  
   • Novacept deployed generative AI chatbots to handle common customer queries in real time, such as order tracking, refunds, and product inquiries. The AI system learned from past interactions and continuously improved its response accuracy.  
   • The chatbots could engage with customers 24/7, drastically reducing wait times and improving service quality.  

2. Multilingual Support:  
   • With generative AI, Novacept enabled the e-commerce platform to provide seamless support in multiple languages, catering to its global customer base. This reduced the need for specialized language teams and increased the platform’s reach.  

3. AI-Driven Sentiment Analysis:
   • Novacept integrated sentiment analysis to detect and prioritize urgent or sensitive queries. The system routed high-priority cases to human agents while handling routine tasks autonomously, ensuring that critical issues received immediate attention.   

Result: Novacept implemented its solution, powered by generative AI, to automate customer support across multiple languages and communication channels. 

• Reduced Response Times: The client reduced response times by 50%, providing real-time support through AI chatbots.  

• Cost Efficiency: Automation led to a 40% reduction in customer support operational costs, as fewer human agents were required for basic queries.  

• Improved Customer Satisfaction: The implementation of AI-driven multilingual support and real-time responses increased customer satisfaction scores by 35%.