Overview
The Project
An e-commerce company receiving 5,000+ support tickets monthly needed to reduce response times, lower support costs, and maintain quality across all customer interactions. We built an intelligent chatbot that handles the majority of queries automatically.
Business Challenge
Problems We Solved
01
Customer support team overwhelmed with repetitive queries
02
Average response time exceeding 4 hours during peak
03
Inconsistent answers across different support agents
04
High cost of scaling human support teams
Solution Approach
What We Built
A multi-channel conversational AI platform using NLP and transformer models to understand customer intent, provide accurate answers, and seamlessly hand off to humans when needed.
- Natural Language Understanding with context awareness
- Multi-channel deployment (Web, WhatsApp, Slack)
- Seamless human handoff for complex queries
- Self-learning from conversation history
- Real-time analytics and conversation insights
Technology
Technology Stack
AI / NLP
PythonRasaTransformersLangChain
Backend
Node.jsMongoDBWebSocketRedis
Frontend
ReactTypeScriptSocket.ioFramer Motion
Infrastructure
GCPKubernetesTerraformCloudFlare
Impact
Results & Impact
80%
Query Automation Rate
90%
Faster Response Time
35%
CSAT Score Increase
$200K
Annual Cost Savings