E-commerce
Scaling Customer Support: An E-commerce Client AI Transformation
An e-commerce company processing 10,000+ orders daily needed to scale support without hiring an army of agents.
The Challenge
With rapid growth came an overwhelming volume of customer inquiries. Response times had climbed to 48 hours, and customer satisfaction was plummeting. Hiring wasn't sustainable at their growth rate.
Our Approach
We designed a multi-layered AI support system that could handle routine inquiries autonomously while escalating complex issues to human agents with full context.
The Solution
An AI-powered chatbot handles 70% of inquiries instantly. Smart routing sends remaining tickets to specialized agents. Predictive analytics flag potential issues before customers even reach out.
The Results
Response Time
48 hours
< 2 minutes
Resolution Rate
65%
94%
Support Costs
$180K/mo
$62K/mo
0%
Auto-Resolved
0%
Satisfaction Score
0%
Cost Reduction
“We went from drowning in support tickets to having a world-class customer experience. The AI system Novalyra built for us is like having 50 extra support agents.”
J.R., Founder
Founder, E-commerce Company
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