Global Retailer Transformation
Implemented a multi-lingual AI chatbot resolving 70% of level 1 customer queries without human intervention.
The Challenge
The global retail client faced overwhelming customer support volume, especially during peak holiday seasons. Wait times were averaging over 45 minutes, leading to decreased customer satisfaction scores (CSAT) and higher churn. They needed a scalable solution that could handle level-1 repetitive queries across multiple languages without expanding their human support headcount proportionally.
Our Solution
Cianata developed and deployed a custom LLM-powered conversational agent completely integrated with the client's Salesforce CRM and proprietary inventory systems. The model was fine-tuned on three years of historical customer interaction data to accurately mimic the brand's tone. We implemented dynamic routing logic to seamlessly escalate complex or emotionally sensitive queries to human agents with full context.
The Results
Within 3 months of deployment, the AI agent successfully resolved 70% of incoming level-1 queries autonomously. Average wait times dropped from 45 minutes to under 30 seconds. Support operational costs were reduced by 45%, while CSAT scores achieved an all-time high, returning a full ROI on the project in under 6 months.