Customer Service

The company implements an AI chatbot capable of answering frequently asked questions, assisting with site navigation, tracking orders, and even forwarding complex requests to human agents.

AI-Driven Service Flows

Ways to leverage artificial intelligence.

1. Request Reception and Identification

   • The customer contacts via chatbot on the website, app, or WhatsApp.
   • The AI requests basic information to understand the request (e.g., technical support, product inquiries, complaints, order status).
   • The chatbot classifies the request and directs the customer to the best solution.

2. Support and Inquiry Resolution

   • The chatbot automatically answers frequently asked questions (e.g., deadlines, return policies, warranties).
   • If the AI does not have an answer, it forwards the customer to a specialized human agent.
   • The AI can suggest knowledge base articles or tutorials to resolve common issues.

3. Case and Order Tracking

   • The customer can check the status of an ongoing request.
   • The AI provides response deadlines and automatic updates on case resolution.
   • If necessary, the customer can request priority service.

4. Automated Notifications and Updates

   • The chatbot sends updates on open requests, responses, and deadlines.
   • Notifies the customer about changes in orders, services, or products related to their request.
   • Suggests new solutions based on the customer's service history.

5. Feedback and Continuous Improvement

   • After the service, the AI requests customer feedback on their experience.
   • The customer can provide improvement suggestions or report service issues.
   • If there is a serious complaint, the chatbot automatically escalates it to a supervisor.

Customer Service

Some advantages of automating your system with artificial intelligence.

• 24/7 Availability

  The chatbot can assist customers at any time of the day, ensuring continuous support.

• Cost Reduction

  Reduces the need for a large human support team, lowering operational costs.

• Fast and Accurate Responses

  AI instantly answers common questions, improving user experience.

• Personalized Assistance

  Using machine learning, AI can tailor interactions based on customer history.

• Continuous Improvement

  The technology can be trained with new information, enhancing its responses over time.

• Integration with Multiple Channels

  Can be used on websites, WhatsApp, social media, and even automated voice calls.

A customer accesses the website to track an order. The chatbot requests the order number and provides the information instantly. If the customer has a payment issue, AI can suggest solutions or direct them to a specialized agent.

With this approach, the company improves the customer experience, increases operational efficiency, and stands out in the market.

Business Impact