Client & Industry
Client: E-Commerce Company, Central Switzerland
Industry: Retail / E-Commerce
Challenge
Rising support inquiries in 4 languages. 2 FTEs could no longer handle the volume. Response time was 4+ hours.
Solution
Multilingual AI Agent
We developed an AI agent that understands and responds to customer inquiries in four languages (German, French, English, Italian). The agent automatically detects the language and switches seamlessly between languages - even within a single conversation. Natural language processing ensures that interactions feel human.
Knowledge Base and Product Integration
The agent was connected to the entire product database, FAQ collection, and order history. It can check order status, initiate returns, provide product recommendations, and independently resolve common issues. The knowledge base is continuously updated with new products and solutions.
Intelligent Escalation Logic
Not every inquiry can be answered automatically. Our escalation system reliably recognizes when an inquiry needs to be handed over to a human agent. The full context - previous conversation, customer history, previously attempted solutions - is provided. This means the customer doesn't have to repeat their concern.
Continuous Learning
The agent learns from every interaction. New question types are recognized, successful solution paths are stored, and response quality is continuously improved. Monthly reviews with the support team ensure that the automation rate steadily increases - from an initial 50% to today's 70%.
Results
70% Inquiries Automated
40% Cost Reduction
24/7 Availability
25% Customer Satisfaction Increase
Testimonial
“Our customers often don't realize they're talking to an AI agent. The quality of responses is impressive.”
Head of Customer Service
Head of Customer Service, E-Commerce Company Central Switzerland
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