Our Client
A growing retail brand operating both online and physical stores and serving thousands of customers daily across multiple locations.
Challenges
The challenges our client faced
The retailer previously relied on a basic rule-based chatbot. As the business grew, they faced multiple challenges:
- The chatbot could only answer simple, predefined questions, so it struggled with complex or unique requests, which frustrated customers.
- Human agents had to spend much of their time answering repetitive questions about returns, refunds, order tracking, and product availability which lowered morale.
- Management had minimal visibility into customer trends, sentiment, and human agent performance, making it difficult to improve operations.
The retailer needed a solution to automate routine tasks, handle complex inquiries efficiently, and create a seamless customer experience across all channels.
Solution
conversational Lola chatbot and Ai contact center
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, personalized 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 personalized 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 center
To provide improved support for the client’s human agents, we introduced an Ai-powered contact center.
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
Previously, customers faced slow response times, repeated explanations, and inconsistent support, while agents were overloaded. After deploying our conversational Lola chatbot and AI contact center the situation was transformed:
- Average response times dropped from 25 minutes to less than 2 minutes.
- 60—80% of queries were handled autonomously by the Lola chatbot, freeing up human agents to focus on complex issues, and increasing their productivity.
- Customer satisfaction (CSAT) with the Ai support received rose from 55% to 90% within a month.
- Management gained actionable insights to continuously improve operations.
A growing retail brand operating both online and physical stores and serving thousands of customers daily across multiple locations.
Results
Previously, customers faced slow response times, repeated explanations, and inconsistent support, while agents were overloaded. After deploying our conversational Lola chatbot and AI contact center the situation was transformed:
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.
“Worktual’s chatbot and contact center transformed our customer support. Routine questions are resolved instantly, and human agents can focus on complex issues. Customers are happier, and our team is more productive than ever.”
Head of Customer Experience
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