AI Calling Agent For E-Commerce

Client Overview

A leading E-Commerce company offering a wide product range and experiencing high customer engagement needed more efficient handling of inbound calls regarding order invoices, product inquiries, and after-sale support. They aimed to streamline the call-handling process with an AI-based solution, maintaining high standards of customer experience while managing a large volume of inbound calls.

Challenges

The company’s customer service team encountered several challenges:

High Call Volume: With thousands of customers calling daily, it was difficult for the in-house team to keep up with the demand.

Cost and Scalability: The human team was limited and struggled to handle peak season call volumes, leading to the potential loss of customers and a drop in conversion rates.

SOLUTION

WERVAS worked with the company to deploy a customized AI-powered inbound call agent, offering the following benefits:

AI-Powered Inbound Call Handling: The AI agent was equipped to address various customer inquiries autonomously, including order status updates, product details, and troubleshooting support. For situations where the AI could not resolve an issue, the system ensured human assistance within 24 hours.

Tonality Refinement: WERVAS tailored the AI agent’s voice to resemble the company’s in-house support tone closely. This provided a seamless customer experience, as the AI’s voice matched the brand’s tone of friendliness and professionalism.

Integration with Official Phone Number: The AI agent was connected directly to the company’s official customer service number, ensuring that customers continued to reach the company through familiar channels without disruption.

Advanced AI Customization: The AI was trained to handle common queries based on regular customer questions, enabling it to meet customer needs effectively and accurately.

Results & Metrics

The implementation of WERVAS’s AI-powered inbound call agent brought the following benefits:

Increased Efficiency: The AI agent managed nearly 70% of inbound calls, allowing human agents to focus on complex issues. This reduced wait times and boosted customer satisfaction.

Enhanced Customer Experience: With a friendly, consistent tone and quick, accurate responses, the AI improved the customer experience, resulting in a 20% increase in positive customer feedback.

Cost Savings: The fast response time achieved helped solve queries efficiently, which further increased engagement.

Improved Scalability: The AI solution efficiently handled high call volumes even during peak seasons, maintaining consistent service quality.

WERVAS’s AI-powered inbound call agent optimized customer service operations, reduced costs, and ensured brand consistency, all while enhancing customer satisfaction.

70%

Of Calls Managed With Ease

20%

Increase in Positive Customer Feedback.

$7.5K +

Monthly Operational Cost Reduced

24/7

Truly Available