A fast-growing e-commerce platform needed to scale its customer support operations to manage an increasing volume of inquiries across multiple channels, including email, chat, and social media. The platform required a solution that could improve response times, handle routine inquiries more efficiently, and ensure consistent, high-quality support without increasing operational costs.
Objectways delivered a comprehensive, AI-driven customer support solution designed to enhance the client’s existing customer service capabilities:
With Objectways’ AI-enhanced customer support solution, the e-commerce platform significantly reduced response times and improved customer satisfaction. Automated ticket handling and chatbots resolved over 70% of routine inquiries, reducing the burden on human agents. The client saw a marked improvement in customer retention and overall support quality, without having to drastically increase their customer service team.
Labeling customer queries and responses to train chatbots.
Improve the chatbot's intelligence and responses to customer inquiries.
Annotating customer interactions (emails, chat logs, social media posts) with sentiment labels (positive, negative, neutral).
Gauge customer sentiments and quickly identify areas needing improvement.
Labeling support tickets with categories such as billing, technical issues, or product inquiries.
Automate & streamline ticket routing to the appropriate employee or department.
Annotating customer queries to identify their intent (e.g., product inquiry, complaint, request for information).
To improve automated models' understanding of customer needs and streamline support processes.
Annotating transcribed voice calls with relevant tags and categories.
Analyze customer service calls using AI/ML systems.
Annotating customer preferences, past interactions, and purchase history.
Improve personalized customer service and recommendation systems.
Labeling unusual or atypical customer behaviors.
Identify and address potential issues, suspicious activities, or fraud in customer behaviors.
Annotating support interactions with product-related issues and suggestions.
Provide insights to product teams for continuous improvement based on customer feedback.
Labeling interactions for compliance with company policies and regulatory requirements.
Ensure adherence to strict legal and company standards.
Annotating customer behavior patterns in interactions.
Accurately understand customer behavior and enhance service accordingly.
