Customized AI Solution for Enhanced Customer Resolution

The Challenge

One of Indonesia's largest retail chains with over 200 locations was facing a critical challenge with their customer service operations. They were receiving approximately 3,000 customer inquiries and complaints weekly across multiple channels (email, social media, phone, in-store), but their manual handling process was causing significant delays and inconsistencies in responses. Customer complaints took an average of 72 hours to resolve, leading to customer frustration and negative reviews. Additionally, valuable customer feedback data was being collected but not systematically analyzed, resulting in missed opportunities for product and service improvements. Their existing CRM system was outdated and unable to provide the analytics capabilities needed to derive actionable insights from customer interactions. Previous attempts to implement off-the-shelf solutions had failed due to the unique nature of their multi-channel retail business.

Our Solution

We developed a custom AI solution that addressed their specific challenges through three integrated components. First, we created an omnichannel complaint management system that consolidated inquiries from all sources into a unified platform with automated categorization and priority assignment. Second, we implemented natural language processing with sentiment analysis to identify urgent issues and route them appropriately. Third, we developed a custom analytics dashboard that provided real-time insights into customer feedback patterns, recurring issues, and resolution effectiveness. The solution was designed to integrate with their existing systems while providing a clear migration path for future enhancements. We conducted extensive training with their customer service teams and provided ongoing support during the transition period, ensuring high adoption rates and minimal disruption to operations.

The Results

• Reduced average complaint resolution time from 72 hours to 12 hours
• Improved customer satisfaction scores by 34% within six months
• Increased data collection accuracy from 76% to 94%
• Enabled identification of top 5 recurring customer issues, leading to product improvements
• Achieved 22% reduction in repeat complaints through proactive issue resolution