Customer Service | Flexday AI

AI-Driven Customer Engagement: Reducing Costs & Improving Response Times

The company relied on a third-party vendor for customer service, paying per complaint—even for routine issues.

Delayed response times led to customer dissatisfaction, as queries were handled manually and often ignored due to cost constraints.

Needed to reduce costs while maintaining a strong customer support identity post-rebranding.

Implemented Nova, an AI-powered customer engagement platform to handle routine inquiries and complaints.

Introduced AI-driven chatbots that initially pulled from approved scripts, ensuring brand-aligned responses.

Gradually enabled generative AI to answer product-related questions based on company-approved data sources.

Created a scalable framework to integrate more customer service features such as product locators, refund processing, and returns.

70% increase in customer satisfaction due to immediate acknowledgment and responses.

40% reduction in logged complaint forms, even as customer inquiries increased by 50%.

Significant cost savings by reducing reliance on third-party agents for routine queries.

By integrating AI-powered automation, the company optimized customer service efficiency, reduced costs, and improved overall consumer engagement.