Key Result
70% deflection rate, 4.6/5 CSAT
A fast-growing e-commerce company was overwhelmed with 3,000+ daily support tickets. Over 60% of these were repetitive queries about order status, returns, and product sizing that didn't require human expertise.
Average response time during peak periods exceeded 4 hours, damaging customer satisfaction scores and driving negative reviews. The support team was burning out from repetitive work instead of focusing on complex issues that needed human judgment.
The company needed an AI-powered solution that could handle routine queries instantly while maintaining a premium customer experience and seamlessly escalating complex issues to human agents.
AINinza built an LLM-powered chatbot with RAG over the full product catalogue of 15,000+ products and deep integration with the order management API. The system handles multi-turn conversations naturally, understanding context and resolving queries across multiple topics in a single session.
The chatbot includes seamless human handoff for complex issues, with full conversation context passed to the agent. Confidence scoring ensures the bot only answers when it has high certainty, and gracefully escalates when it doesn't.
70%
Ticket Deflection
4.6/5
CSAT Score
55%
Reduction in Support Cost
3 weeks
4 weeks
3 weeks
2 weeks