Our Client
A growing retail brand operating both online and physical stores and serving thousands of customers daily across multiple locations.
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 of customer trends, sentiment, and human agent performance, making it difficult to improve operations.
The retailer needed a solution to automate routine tasks, handle complex queries efficiently, and create a seamless customer experience across all channels.
Our solution: conversational Lola chatbot and AI contact centre
1. 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, personalised responses.
- Lola handled order tracking, product inquiries, returns, and FAQs, while remembering past interactions to maintain context across channels.
- Customers could interact with Lola 24/7 via the company website or social media channels, receiving instant answers and personalised recommendations based on their search history, purchase history, and browsing behaviour.
- Agents were freed from handling routine tasks and could focus on complex and high-value queries.
2. Our AI contact centre
To provide improved support for the client’s human agents, we introduced an AI-powered contact centre.
- Complex queries were routed to the right agent with full context, so customers didn’t have to start over.
- Human agents received real-time AI-assisted suggestions, enabling faster and more accurate responses.
- 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 centre 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.
Client comment
“Worktual’s chatbot and contact centre 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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