AI automation
How we automated customer support and reclaimed 10 hours of work per day with AI
Situation
The customer support team was overwhelmed by repetitive questions, which consumed huge amounts of the employees’ time and energy.
Task
To relieve the team by automating responses to the most common queries, while maintaining high-quality service.
Action
We deployed an intelligent chatbot integrated with the product database, tailored to the company’s specifics and powered by the owner’s industry knowledge.
Result
We saved more than one full-time equivalent (10 hours per day) and automated responses to over 85% of customer queries.
Full deployment description
When a company grows quickly, customer support often becomes the bottleneck. That was the case here. Every day the team spent long hours answering the same questions about product availability, technical specifications, or order status. Initial analysis showed that over 85% of all queries were completely repetitive. Easy access to the product database was all it took to resolve most customers’ issues on the spot.
We decided to deploy a dedicated AI chatbot that would take this burden off their shoulders. We started with a deep analysis of past customer communication. Then we connected the bot directly to the store’s product database. But we did not want to build yet another soulless automaton. We spent considerable time consulting with the support team and the owner. The owner contributed enormous value, sharing ideas and specific industry knowledge.
Together we configured the tone, language, and optimal response length. The bot was taught to reply exactly the way the owner would want for that particular customer. As a result, the tool not only uses always up-to-date product data, but also communicates with buyers in a natural and friendly way.
The results surpassed our boldest expectations. The deployment saved more than one full-time equivalent — in practice, about 10 hours of the whole team’s work every day. Employees can now focus on building relationships with key partners and solving genuinely complex problems, while the chatbot handles everything else flawlessly and instantly.
