The Client
A nationwide retail chain operating 500+ stores with e-commerce operations, managing thousands of daily customer inquiries across multiple channels.
The Challenge
The retailer faced several operational pain points:
- Extended customer hold times eroding satisfaction
- Repetitive inquiry handling consuming agent time
- Staff exhaustion from routine tasks
- Inconsistent service delivery across support channels
The Solution
Intelligent Routing
AI-driven IVR identifies customer intent using Natural Language Processing (NLP) to direct calls appropriately — without extensive menu navigation.
Self-Service Options
Customers can independently access order tracking, return information, and store location details via voice commands with personalized identity verification.
Emotional Intelligence
The system detects frustration or urgency signals and escalates critical issues to human representatives automatically.
Streamlined Handoffs
When human intervention is needed, AI provides agents with pre-summarized issue information, eliminating customer repetition.
60%
Shorter Call Times
60%
Self-Resolved Issues
$5.4M
Annual Savings
92pt
CSAT Improvement
Key Technologies
- Amazon Connect: Cloud-based contact center with AI-powered voice interactions
- Natural Language Processing: Real-time intent detection and speech recognition
- Sentiment Analysis: Emotional state detection for intelligent escalation
- CRM Integration: Seamless handoff with full context preservation