Helping Customers Help Themselves: Improved Self-Service via Cloud Contact Center
Our client is a North American specialty retailer that operates under multiple brands.
Industry: Retail & Ecommerce
10%
increase in bot containment
60%
of customer questions answered by generative AI chatbot
52%
reduction in human-handled chats
Challenge
This retailer was in a tough spot. Its technology was disjointed, and it didn’t have effective self-service options to handle peak customer demand. This meant frustrated customers and higher support costs, especially with long average handle times (AHT). The client needed a serious overhaul—one that could improve the customer experience, offer better self-service, and make things run smoother across channels like IVR and chatbots. It needed a cloud contact center digital transformation.
Solution
The client chose us not just because of our solid business case, but also because of the trust we’d earned from previous projects together. We got to work, creating an intelligent transformation roadmap that broke down the client’s vision into clear milestones and anticipated outcomes.
To tackle the problem, we rolled out our Cloud Contact Center powered by Amazon Connect. This upgraded the client’s support capabilities across voice, chat, messaging, and IVR, giving customers more ways to get the help they needed—when and how they wanted it.
With the roadmap to guide us, we enabled that intelligent transformation with three key elements:
- We used Amazon Connect with Lambda and Polly support to handle customer calls dynamically. For example, after-hours callers got helpful Polly-generated messages for emergency support.
- During busy times, customers could request callbacks through the Connect system, cutting down wait times.
- Customers could even check order statuses through an IVR or messaging system, seamlessly integrated with the existing Salesforce CRM.
We also designed a custom Amazon Connect Contact Control Panel (CCP) that gave advisors instant access to key call information, making it easier for them to greet and help customers effectively. On top of that, we automated simpler tasks (like basic inquiries) with generative AI bots, freeing up advisors to tackle more complex issues.
And this is just the beginning—future plans include integrating Verint’s cloud solution for screen capture and quality monitoring to make things even better.
“The intelligent transformation has been a game-changer for the retailer. By blending cutting-edge technology with smart advisor support, we helped deliver a streamlined, customer-first experience—exactly what it was looking for.”
Outcomes
The intelligent transformation has been a game-changer for the retailer. Here’s what it achieved so far:
6-10% improvement in chatbot containment, with a 10% increase during the busiest month
60% of customer questions are receiving generative AI responses from the chatbot since launch
52% reduction in human-handled chats (blowing past their initial goal of 30%)
By blending cutting-edge Cloud Contact Center technology with smart advisor support, we helped this retailer deliver a streamlined, customer-first experience—exactly what it was looking for. Now, it’s not just keeping up with customer expectations—it’s exceeding them.
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