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We worked with a fast-growing e-commerce company that was struggling with high customer support volume and slow response times. Their support team was overwhelmed, and customer satisfaction was starting to drop.
My role was to align product, AI, and operations teams to design a scalable solution. We built a conversational AI assistant that could handle common inquiries like order tracking, returns, and refunds, while seamlessly handing off complex cases to human agents.
One key decision I made was to focus on intent accuracy and smooth handoff, not just automation. We trained models on historical support data and integrated the system into existing CRM workflows.
We also added analytics dashboards so the team could monitor performance and continuously improve responses.
As a result, the client reduced support workload by 60%, improved response time by 45%, and increased customer satisfaction significantly.
The network for creativity
Join 1.25M professional creatives like you
Connect with clients, get discovered, and run your business 100% commission-free
Creatives on Contra have earned over $150M and we are just getting started
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