Challenge
A fast-growing e-commerce company in the DACH region faces rising customer service volumes. Triaging and answering recurring inquiries takes unnecessary time, and response times during promotions often exceed the target.
Solution
Implementation of an AI-powered, multilingual customer service chatbot with the following technical components:
Integrate seamlessly into the existing website and mobile app
Connect to the ERP system for real-time order status data
Use intelligent routing for complex cases
Provide multi-language support (DE, EN, FR, IT)
Results
1
55% of requests can be answered automatically
2
24/7 availability without additional personnel costs
3
Consistent service delivery across all channels
4
28% reduction in ticket escalation
5
Reduction of the average response time to under 40 seconds