24/7 Marketplace Support Automation
62% ticket deflection
Client Context
A European online marketplace serving 2M+ customers across 6 countries. Customer support is handled by a 45-person contact centre operating in shifts. Average first-response time: 4 hours. CSAT: 3.7/5.
The Challenge
Peak season queries double volume. Hiring is slow and expensive. Customers wait hours for answers to questions the team has answered thousands of times — order tracking, return policies, payment disputes. Cost per resolution climbs while satisfaction falls.
Our Approach
We deploy conversational AI across web chat and WhatsApp in 6 languages, grounded in a RAG-powered knowledge base built from the company's policies, FAQs, and order data. The AI connects directly to the order management system, processing refunds, tracking shipments, and updating accounts autonomously. When complexity exceeds confidence thresholds, it hands off to a human agent with full conversation context.
Timeline: 8 weeks
The Results
- Projected 62% ticket deflection within 90 days
- First-response time reduced from 4 hours to 12 seconds
- Customer satisfaction expected to improve from 3.7 to 4.4 out of 5
- Projected annual savings: €1.8M in contact-centre costs
- 6 languages supported with consistent quality
- Human agents handle only complex, high-value conversations
Facing a similar challenge?
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