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GenAI Customer Support Automation: Reducing Ticket Volume by 70% for Global Retailer
for a Sport Equipment Retailer in Germany
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About the Client
The client company is a leading sport equipment retailer in Munich, Germany, known for its high-quality and innovative products for outdoor and fitness enthusiasts. They have a robust online presence and are committed to excellent customer service.
Delivery Model: Fully Integrated Dedicated Team
Request
The client faced challenges in maintaining efficient customer service due to their limited team size. To address this, they requested the implementation of a custom AI chatbot on their website. Their goals were to automate customer interactions, reduce response times, and ultimately enhance customer satisfaction.
Company Profile:
Location:
Munich, Germany
Size:
50 employees
Industry:
Retail and E-Commerce
Vertical:
Sport Equipment
Background:
A leading sport equipment retailer in Germany, known for its high-quality, innovative products catering to outdoor and fitness enthusiasts. With a robust online presence, the company has been committed to enhancing customer service and maintaining its competitive edge in the market.
Challenge:
A rapidly growing sports equipment retailer faced a critical bottleneck: their support team was overwhelmed by repetitive pre-sales and order status queries. Response times lagged to 24+ hours, causing a 15% cart abandonment rate. They needed a solution that went beyond simple "scripted" bots—they required an AI agent capable of understanding context, inventory data, and nuanced product questions without hallucinating.
AI Chatbot API Implementation
Service Provided:
Implementation of an AI Chatbot API
AI Chatbot API Provider:
A custom-built AI Chatbot API tailored to the retailer's requirements
Objective:
To automate customer interactions on the retailer's website using a bespoke AI-powered chatbot.
Technologies we used
Flask
LLAMA
Python
React
PostgreSQL
Requirements Gathering:
Uvik conducted thorough consultations with the retailer to understand their specific needs, customer interaction patterns, and desired functionalities for the chatbot.
Custom Development:
Leveraging Python and machine learning libraries, a senior Python developer from Uvik led the development of a custom AI chatbot tailored to the retailer's brand voice, product catalog, and customer service requirements.
Flask Integration:
The backend infrastructure was built using the Flask framework, ensuring robustness, scalability, and compatibility with the retailer's existing systems.
LLAMA Model Implementation:
The chatbot was designed based on the LLAMA model, incorporating advanced capabilities for Learning, Logic, Analytics, Monitoring, and Adaptation. This model allowed the chatbot to continuously learn from interactions, adapt to new scenarios, and improve its responses over time.
Testing and Optimization:
Rigorous testing procedures were conducted to validate the chatbot's functionality, accuracy, and performance. Feedback from beta testing phases was used to fine-tune the chatbot's responses and optimize its performance.
Deployment and Training:
The chatbot was deployed onto the retailer's website, and Uvik provided comprehensive training to the retailer's customer service team on how to monitor and interact with the chatbot effectively.
Results:
Support Efficiency:
The AI agent now autonomously resolves 72% of incoming support tickets, allowing the human team to focus exclusively on complex disputes.
Sales Impact:
Reduced average "Time to Answer" from 24 hours to 2.5 seconds, directly correlating with a 12% increase in checkout conversion rates.
Cost Savings:
Lowered the "Cost Per Ticket" by 60% within the first quarter of deployment.
Accuracy:
Achieved a 96% Semantic Accuracy Score in product recommendations, verified by our QA's automated evaluation pipeline.
Conclusion:
The implementation of the custom-built AI chatbot API, integrated using the Flask framework and LLAMA model, significantly enhanced the online customer service capabilities of this German sport equipment retailer. This strategic initiative not only improved customer engagement but also streamlined operations, positively impacting both customer satisfaction and sales. This case study exemplifies the effectiveness of AI chatbots in the retail and e-commerce industry, particularly for small to medium-sized enterprises.
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The Uvik team has been serving tech companies around the world since 2015 and during this time we have managed to collect numerous awards proving our expertise in the domain of Full-Stack Software Development and AI & Data Science Consulting. Take a look at our 5-stars reviews on Clutch to learn more about the level of clients' satisfaction with our cooperation.
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