Our Client
A mid-sized retail and e-commerce company operating across multiple states.
Challenges
The challenges our client faced
As customer demand surged, the client’s traditional support model could no longer keep pace. Long wait times, inconsistent service, and rising costs were impacting customer satisfaction and agent productivity.
- Overloaded call centres, with poor response times due to overstretched human agents.
- Inconsistent customer experiences across support agents.
- High operational costs due to manual call handling.
- Low agent morale and high attrition from repetitive workloads.
- No real-time visibility of call performance or customer sentiment.
Our team recognised the need for a next-generation AI voice and contact centre strategy that could automate repetitive calls, improve response speed, and scale efficiently without increasing headcount.
Solution
conversational Lola chatbot and Ai contact centre
Our Lola conversational Ai chatbot
We replaced the client’s basic, rule-based chatbot with Lola, our intelligent Ai chatbot capable of understanding customer intent and providing accurate, personalised responses.
Long-term Memory
Lola handled order tracking, product inquiries, returns, and FAQs, while remembering past interactions to maintain context across channels.
Always On
Customers could interact with Lola 24/7 via the company website or social media channels, receiving instant answers and personalised recommendations based on their search history, purchase history, and browsing behaviour.
Efficiency Gain
Agents were freed from handling routine tasks and could focus on complex and high-value queries.
Our Ai contact centre
To provide improved support for the client’s human agents, we introduced an Ai-powered contact centre.
Smart Routing
Complex queries were routed to the right agent with full context, so customers didn’t have to start over.
Agent Assist
Human agents received real-time Ai-assisted suggestions, enabling faster and more accurate responses.
Analytics
Analytics dashboards gave management insights into trending issues, customer sentiment, and the performance of both the chatbot and human agents, to enable continuous improvement.
Results
The transformation delivered rapid, measurable outcomes across customer experience and operations:
- CSAT improved from 45% to 87% in the first 3 weeks, driven by faster responses and 24/7 availability.
- Response times dropped from 10 minutes to under one minute.
- Support costs were reduced by 40% through voice automation.
- 60% of inbound calls are now fully handled by Lola without human intervention.
- Agent productivity increased by 35% as AI filtered and summarised calls.
- Attrition fell by 25%, as repetitive work was eliminated.
A growing retail brand operating both online and physical stores and serving thousands of customers daily across multiple locations.
Results
The transformation delivered rapid, measurable outcomes across customer experience and operations:
92%
Response Times
Average response times dropped from 25 minutes to less than 2 minutes.
80%
Inquiry Automation
60–80% of queries were handled autonomously by the Lola chatbot, freeing up human agents to focus on complex issues, and increasing their productivity.
25%
Efficiency Gain
Automation freed up human agents to focus on complex issues, increasing their productivity
45%
Customer Satisfaction
Customer satisfaction (CSAT) with the Ai support received rose from 55% to 90% within a month.
100%
Actionable Insights
Management gained actionable insights to continuously improve operations.
“Lola has transformed how we engage with our customers. Routine calls are handled instantly, freeing our agents to deliver real value. The AI contact centre gives us real-time insight, speed, and consistency we never had before.”
Head of Customer Experience
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