24/7 Marketplace Support Automation
62% ticket deflection
Client Context
A European online marketplace serving 2M+ customers across 6 countries. Customer support 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 doubled volume. Hiring was slow and expensive. Customers waited hours for answers to questions the team had answered thousands of times — order tracking, return policies, payment disputes. Cost per resolution was climbing while satisfaction was falling.
Our Approach
We deployed 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
- 62% ticket deflection within 90 days
- First-response time: 4 hours → 12 seconds
- Customer satisfaction: 3.7 → 4.4 out of 5
- Annual savings: €1.8M in contact-centre costs
- 6 languages supported with consistent quality
- Human agents now handle only complex, high-value conversations
Facing a similar challenge?
Let’s talk about how we can help your organisation achieve similar results.