Amidst global store closures and a staggering 49% sales decline during the onset of the pandemic, a 50-year-old omnichannel retailer faced significant challenges in the digital era and needed to cut costs and enhance customer satisfaction to avoid bankruptcy. Partnering with [24]7.ai, renowned for its expertise in customer support and digital chat solutions, the retailer embarked on an aggressive 90-day launch strategy.

The implementation of [24]7.ai Managed Customer Engagement, featuring integrated chatbot and AI technology, revolutionized customer service operations. Within the first 60 days, digital customer contacts surged to 32%, with automated bots achieving an 86% answer rate. The containment rate reached 36% within 90 days, significantly improving operational efficiency.

The success of the program underscores the efficacy of combining automation with skilled agents, resulting in a 15% improvement in customer satisfaction scores. Despite facing unforeseen volume challenges, [24]7.ai’s adaptable technology ensured seamless operations, ultimately delivering impressive results within a short timeframe.

[24]7.ai’s Managed Customer Engagement (MCE) package – with chatbot and conversational AI technology, combined with live agents – provided a holistic, data-driven approach that handled a high volume of customer contacts. Continuous optimizations improved bot performance, improving containment rates.