The challenge
The retailer’s customers expected instant, personal help around the clock — but service quality collapsed at peak and cost scaled with every new hire. Slow, inconsistent answers were eroding loyalty.
Our diagnosis
Journey mapping found the highest-volume, highest-friction moments — order status, returns and product questions — were all repetitive and automatable, yet handled entirely by people.
The implementation
Identified the volume to automate first.
Chat, voice and avatar agents with human escalation.
Unified conversation context across channels.
Used interaction data to improve answers.
The outcome
AI now handles 82% of contacts instantly and consistently, escalating the rest with full context. Resolution time fell 74%, CSAT rose to 4.6/5, and service held steady through peak without new headcount.
What made it work
The repetitive 80% was the fastest, safest win.
Seamless human hand-off protected the hard cases.
Continuity across channels made AI feel personal.
Related to this engagement
AI as a Service
Chat, voice and avatar agents.
Explore solutionRelated industryRetail
See how we help this sector engineer outcomes.
View sectorRelated use caseCustomer Support AI
Resolve routine instantly; escalate the rest with full context.
Explore use caseRelated assessmentAI + Cloud Readiness
Six questions, a scored profile and a prioritized roadmap.
Take the assessmentMake great service instant and always-on.
We’ll deploy AI across your channels — resolving the volume, escalating the rest cleanly.