Cases
Sm.Assistant

Sm.Assistant

GENKNOW

Developed an AI chatbot for customer support in a large e-commerce company.

Project Description:

Sm.Assistant is an intelligent chatbot developed by our team for customer support in a large e-commerce company. The bot uses artificial intelligence algorithms to process user requests, provide answers, and solve problems in real-time. The main goal of the project was to improve customer service quality, reduce operator workload, and speed up the query resolution process.

Functionality:

  • Natural Language Processing (NLP):
    • The bot uses NLP algorithms to understand customer queries in natural language and provide relevant answers.
    • Supports multiple languages to serve international customers.
  • Automation of Frequently Asked Questions (FAQ):
    • The bot automatically answers frequently asked questions, such as order status, return policy, payment methods, etc.
    • Updates the knowledge base based on new questions and answers.
  • Integration with CRM and ERP Systems:
    • The bot is integrated with the company's CRM and ERP systems to access up-to-date information about orders, customers, and products.
    • Allows updating customer and order information directly through the bot.
  • Problem Solving and Escalation:
    • The bot can solve simple problems, such as order cancellation or delivery address changes.
    • For complex queries, the bot automatically redirects the customer to a live operator, passing on the entire conversation history.
  • Personalization:
    • The bot uses data from previous interactions with the customer to personalize answers and recommendations.
    • Allows setting notifications and reminders for customers.

Usage Example:

  • Customer: What is the status of my order #12345?
  • Bot: Your order #12345 has been shipped and is on its way. Expected delivery date: July 15, 2024. Can I help you with anything else?
  • Customer: I want to return a product. How can I do that?
  • Bot: You can initiate a return through our website in the "My Orders" section or click this link to access the return form. Can I help with anything else?

Advantages:

  • Efficiency: Significant reduction in time to process queries and solve problems.
  • Load Reduction: Automation of routine tasks allows operators to focus on complex queries.
  • Customer Satisfaction: Quick and accurate problem-solving enhances customer satisfaction.
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