AI-Powered Customer Service Automation
The Challenge
SwiftCart faced a massive surge in holiday customer support tickets. Their team of support representatives fell back in customer response queues, leading to support ticket delays of up to 48 hours, high customer dropouts, and mounting staff stress.
The Solution
GBC engineered a conversational AI agent custom integrated with SwiftCart's order tracking database. The AI agent resolves common shipping, return policy, and order tracking queries instantly, and categorizes and routes complex queries to the correct human representative queues.
The Results
- Automated over 70% of common customer support ticket inquiries.
- Lowered average response times from 18 hours to under 3 minutes.
- Reduced agent turnover during peak cycles by reducing helpdesk backlog stress.
"The chatbot designed by GBC handled our peak holiday traffic with zero issues. Our support reps could focus on solving complex tickets."
Amanda Lee
VP of Customer Success, SwiftCart
Ready to Achieve Similar Results?
Get in touch with GBC solutions engineers. We will analyze your specifications and build a custom proposal.