How an e-commerce store reduced customer service costs by 60% with AI

Customers asked mainly one thing: where is my order? When will it arrive? How do I return a product? These are questions that require no empathy or creativity - they require access to data. And only agents had access to data, because customers had no self-service tool.

Average response time was 4 hours on business days. Evenings and weekends were unattended. CSAT - the customer satisfaction score - was below the industry benchmark and systematically declining.

Implementation of an AI chatbot on the website and WhatsApp Business, connected directly to the warehouse system (Baselinker) and courier company APIs. The bot answers order status questions in real time, showing the current delivery stage and estimated arrival time.

For returns - the client fills out a form in the bot, the bot verifies return conditions, generates a label, and sends instructions. The entire process without an agent. For product questions - the bot uses a knowledge base fed by catalog data and frequently asked questions.

80% of tickets are now handled automatically. Agents only deal with complex cases - complaints, damaged shipments, non-standard situations - where a human is genuinely needed. Response time dropped from 4 hours to 30 seconds. CSAT increased by 28 points. Customer service costs dropped by 60% - without layoffs, by redirecting resources to growth.