Use Case

Client Challenge

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.

Business Value

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.

Chatbot Training

Use Case

Labeling customer queries and responses to train chatbots.

Purpose

Improve the chatbot's intelligence and responses to customer inquiries.

Sentiment Analysis

Use Case

Annotating customer interactions (emails, chat logs, social media posts) with sentiment labels (positive, negative, neutral).

Purpose

Gauge customer sentiments and quickly identify areas needing improvement.

Ticket Classification & Routing

Use Case

Labeling support tickets with categories such as billing, technical issues, or product inquiries.

Purpose

Automate & streamline ticket routing to the appropriate employee or department.

Intent Recognition

Use Case

Annotating customer queries to identify their intent (e.g., product inquiry, complaint, request for information).

Purpose

To improve automated models' understanding of customer needs and streamline support processes.

Call Transcription

Use Case

Annotating transcribed voice calls with relevant tags and categories.

Purpose

Analyze customer service calls using AI/ML systems.

Personalization

Use Case

Annotating customer preferences, past interactions, and purchase history.

Purpose

Improve personalized customer service and recommendation systems.

Anomaly Detection

Use Case

Labeling unusual or atypical customer behaviors.

Purpose

Identify and address potential issues, suspicious activities, or fraud in customer behaviors.

Product Improvement

Use Case

Annotating support interactions with product-related issues and suggestions.

Purpose

Provide insights to product teams for continuous improvement based on customer feedback.

Compliance Monitoring

Use Case

Labeling interactions for compliance with company policies and regulatory requirements.

Purpose

Ensure adherence to strict legal and company standards.

Behavior Analysis

Use Case

Annotating customer behavior patterns in interactions.

Purpose

Accurately understand customer behavior and enhance service accordingly.

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