Retail Tech•8 weeks
AI-Powered Customer Service Transformation
AI ConsultingCustom ImplementationTeam Training
The Challenge
A fast-growing e-commerce platform was drowning in customer support requests. Their team of 12 support agents couldn't keep up with 800+ daily tickets, leading to poor customer satisfaction and increasing churn. Hiring more agents wasn't economically viable.
Our Approach
- 1Analyzed 6 months of support ticket data to identify common patterns and FAQs
- 2Designed a hybrid AI + human support workflow with intelligent routing
- 3Built custom AI chatbot trained on company knowledge base and historical tickets
- 4Implemented seamless handoff system for complex queries requiring human intervention
- 5Trained support team on AI supervision and handling escalated tickets
- 6Set up continuous learning pipeline to improve AI responses over time
The Results
70% reduction in response time
Average first response dropped from 4.2 hours to 1.2 hours
40% decrease in support costs
Handled 65% of tickets with AI, freeing team for complex issues
CSAT improved from 3.2 to 4.6
Customer satisfaction score increased by 44%
24/7 availability
Instant responses during off-hours, no more morning ticket backlogs
Key Insight
Rather than replacing human agents, the AI system augmented them. Agent job satisfaction actually increased as they spent less time on repetitive queries and more time solving interesting problems.
"
We were skeptical about AI support, but Univot showed us how to implement it thoughtfully. The AI handles routine questions brilliantly, and our team now focuses on high-value customer interactions.
Director of Customer Experience
E-commerce Platform
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