Stories of our customer success
Discover our repository of case studies that showcase real-world examples of how we are modernizing data for customers.
Revolutionized E-commerce with a 50% Deflection Rate with AI-Driven Chatbot Solutions
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Highlights
Achieved a dramatic deflection rate exceeding 50% for order tracking, order history, and price adjustment inquiries.
Ensured over 20% overall deflection of inbound inquiries, resulting in approximately $7 million in estimated cost savings.
Maintained consistent high deflection performance through continuous monitoring and optimization.
Overview
Mastech Digital empowered the client's customer service with an intelligent AI-powered chatbot. This chatbot utilized natural language processing to understand user inquiries and deliver exceptional order support. Customers gained real-time access to order tracking, order history, price adjustments, and item availability details, all through a convenient and intuitive conversational interface.
Client
A renowned wholesale organization
Geography
United States
Industry
Retail
Tech Stack
Oracle Digital Assistant and Oracle Service Cloud
The Challenges
- The client struggled to reduce overhead by minimizing human agent chat volume
- They wanted to leverage internal API capabilities for reliable customer data and self-service options
- There was a requirement for automated price adjustment request submissions to streamline processes and enhance member service experience to achieve deflection goals of 20%