Customer support

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.

Objectways Solution

Objectways delivered a comprehensive, AI-driven customer support solution designed to enhance the client’s existing customer service capabilities:

• AI-Powered Chatbots for First-Level Support:- Objectways ensured seamless integration across all customer support channels, enabling a unified experience for customers whether they reached out via email, live chat, or social media. This also allowed customer service agents to track conversations and provide context-aware responses.
• Omnichannel Support Integration:- We labeled unstructured clinical reports, including doctor’s notes, lab results, and patient histories, extracting key medical entities such as diseases, symptoms, treatments, and medications using natural language processing (NLP) techniques.
• Natural Language Processing (NLP) for Ticket Categorization:- By implementing NLP algorithms, we automated the categorization and prioritization of customer support tickets, ensuring urgent inquiries were flagged for immediate attention and routine requests were routed to appropriate teams efficiently.
• Sentiment Analysis for Customer Feedback:- Our sentiment analysis tools monitored customer interactions in real-time, identifying dissatisfied customers early and enabling the client to proactively address potential issues before they escalated.
• Human-in-the-Loop Model for Complex Queries:- While AI handled the majority of routine queries, Objectways implemented a human-in-the-loop system for complex or sensitive issues. This hybrid approach ensured that customers received personalized, high-quality support when needed.
• Multilingual Support:- We offered multilingual chatbot and agent assistance, enabling the e-commerce platform to serve customers in multiple regions with local language support, improving customer satisfaction and retention on a global scale.

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.

Why Choose Objectways for Customer Support?

• AI-Powered Automation:- Leverage AI to handle routine inquiries, enhance customer support efficiency, and reduce operational costs.
• Omnichannel Support:- Seamless integration across multiple platforms for a consistent, high-quality customer experience.
• Scalable Solutions:- Support that grows with your business, capable of handling increasing demand without sacrificing quality.