Overwhelmed by Costly, Slow Customer Service
A North American eCommerce company was facing mounting frustrations with its traditional contact center model. Relying heavily on a large offshore team, the company was spending millions annually while struggling with slow response times—often exceeding 24 hours. In a competitive market where customer expectations were rising, this lag posed a serious threat to customer loyalty and operational efficiency. Leadership recognized that the status quo wasn’t sustainable and began searching for a modern solution to reduce costs, speed up resolutions, and improve the customer experience.
Lagging Response Times Create Business Risk
The company’s outdated contact center structure introduced multiple challenges:
- Excessive Operational Costs: A large, manual support workforce consumed significant resources without delivering proportional value.
- Delayed Customer Responses: Offshore teams couldn’t provide real-time support, leading to prolonged resolution times and frustrated customers.
- Underused Data Sources: Valuable information in ERP systems wasn’t being used effectively, while agents performed repetitive tasks that could be automated.
To stay competitive and scale efficiently, the eCommerce company needed a smarter way to resolve customer issues using its existing data.
Revolutionizing Support with Krista
The company deployed Krista Machine Learning and Orchestration Agents to transform customer service delivery. Krista uses natural language processing (NLP) to understand customer intent, retrieve real-time data from ERP systems, and provide immediate, context-aware responses:
- Instant Answers from ERP Data: Krista responds to customer inquiries by pulling current order and account details directly from internal systems.
- Step-by-Step Issue Resolution: Krista guides customers through resolution workflows, ensuring accuracy and consistency without human assistance.
- Connected Customer Experience: By working across the company’s systems, Krista delivers the right information at the right moment—without adding new complexity.
Accelerating Service While Cutting Costs
The results were immediate and far-reaching:
- Reduced Operational Costs: With Krista handling routine inquiries, the company expects to save millions annually on customer support.
- Faster Resolutions: Customers now receive accurate answers in real time instead of waiting hours or days.
- Improved Customer Experience: AI-led support enhanced satisfaction while allowing human agents to focus on more complex, high-value interactions.
Following this success, the eCommerce company is expanding Krista’s use into other parts of the business, shifting toward faster, more intelligent, and more efficient operations.
