The Challenge
A B2C company was overwhelmed with a high volume of repetitive customer service inquiries, leading to long wait times and strained support staff. They needed a way to provide instant support 24/7 without exponentially increasing headcount.
Our Solution
We developed and trained a conversational AI chatbot using Google's Dialogflow. The chatbot was integrated into their website and mobile app. We trained it on their knowledge base to handle a wide range of common questions, from order tracking to product information. For complex issues, the chatbot seamlessly handed off the conversation to a human agent, providing the full chat history for context.
The Results
- **75% of incoming queries** were resolved automatically by the chatbot.
- **Reduced average customer wait time** by 90%.
- **24/7 support** availability for customers worldwide.
- Freed up human agents to focus on high-value, complex customer interactions, improving job satisfaction.