The Challenge
A prominent e-commerce company in Montreal faced significant customer support challenges:
- High volume of customer returns
- Overwhelmed customer support team
- Delayed response times to customer inquiries
- Inconsistent quality of support across channels
Our Solution
Sonotech developed a comprehensive AI-driven analysis and automation system:
Whisper API
Voice Analysis
OpenAI Assistant API
Contextual Responses
Claude Sonnet 3.5 LLM
Personalized Answers
Email Analysis
Automated Processing
Implementation Process
Our team followed a structured approach to implement the solution:
- Integration of Whisper API for accurate voice-to-text conversion of customer voicemails
- Implementation of OpenAI Assistant API, trained on company-specific data for contextual understanding
- Deployment of Claude Sonnet 3.5 LLM for generating highly personalized customer responses
- Development of an automated email analysis system for complaint and return processing
- Creation of a unified dashboard for customer support team to monitor AI-generated responses
- Implementation of a feedback loop for continuous improvement of AI responses
- Training of customer support staff on new AI-augmented workflow
- Rigorous testing and optimization of the entire system
Results and Benefits
The implementation of our AI-driven analysis and automation system resulted in:
- 40% reduction in product return rates
- 24/7 automated response capability for voice and email inquiries
- 90% decrease in average response time to customer inquiries
- 35% increase in customer satisfaction scores
- 50% reduction in workload for human customer support agents
- Improved insights into customer pain points and product issues
- Significant cost savings in customer support operations
