How AI chatbots reduced customer service workload by 65%

Overview

The client was an online shop receiving more than 1,000 support requests a week, which was overloading a small team.

Challenge

• Slow response times (12–24 hours)

• Repetitive support questions

• High cost of providing support

• Low customer satisfaction

Solution

We deployed an AI chatbot trained on:

• The product catalogue

• Frequently asked questions

• Order system integrations

Features included:

• Automated support around the clock

• Order tracking inside the chat

• Intelligent handover of requests to people

Results

• 65% lower workload for the support team

• Response time cut to a few seconds

• Higher customer satisfaction

• Lower operating costs

Key takeaway

The AI agents replaced repetitive work, not the value people create.