Digital transformation in customer service
AI-powered customer service chatbot
Technologies & methods
- NLP
- LLM Operations
- REST APIs
- Scalable Application
- Guardrails
- Reinforcement Learning for Response Optimization
Challenge
A fast-growing e-commerce company in the DACH region was dealing with rising customer service volumes. Triaging and answering recurring inquiries took far too much time, and response times during promotions often exceeded the target.
Solution
We implemented an AI-powered, multilingual customer service chatbot with these technical components:
Seamless integration into the existing website and mobile app
Connection to the ERP system for real-time order status
Intelligent routing for complex cases
Multilingual support (DE, EN, FR, IT)
Results
- 1
55% of inquiries answered automatically
- 2
24/7 availability without additional staff costs
- 3
Consistent service across all channels
- 4
28% fewer ticket escalations
- 5
Average response time cut to under 40 seconds
Our Approach To Sustainable AI Transformation
Inspiration & AI Training
We enable your employees with AI training to unlock AI’s full potential. Result: average 10% time savings per employee.
Book a CallIdea development & AI strategy
Together we develop an AI strategy, identify the biggest opportunities, and define the right use cases.
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