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Retail & E-commerce

AI-enabled customer support transformation

A retail and e-commerce operation with more than 800 employees and 24/7 online customer activity needed a more scalable way to handle recurring support demand.

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Client / Sector

Retail & E-commerce

A retail and e-commerce operation with more than 800 employees and 24/7 online customer activity needed a more scalable way to handle recurring support demand.

The Challenge

Continuous online activity generated a high volume of customer enquiries. Repetitive requests were consuming human support capacity and increasing service cost.

Our Approach

SOFTC introduced an AI-enabled support approach designed to resolve common enquiries automatically while preserving escalation to human teams when required.

Capabilities Used