Retail Chain Deploys 24/7 Support with AI Chat

The high volume of repetitive return-related questions at checkout counters led to delayed service, affecting customer experience.

Excessive wait times for basic support during peak hours resulted in customer frustration and a negative brand experience.

Varying return and exchange policies across stores confused customers and undermined trust in the brand.

Staff was unable to provide accurate support for non-English-speaking customers, which led to gaps in service.

Store associates struggled to manage support queries while handling in-store customers, especially during high traffic periods.

Slow response times and incomplete answers resulted in reduced customer loyalty, fewer referrals, and lower repeat purchase intent.

The AI-powered chatbot instantly addressed return-related queries, offloading repetitive tasks from store staff.

Automated responses to FAQs ensured faster customer support, especially during busy hours, leading to higher customer satisfaction.

A centralized knowledge base maintained consistent return and exchange policies across all stores, improving message accuracy.

The chatbot supported over 50 languages, helping UrbanFash serve a diverse customer base and bridge language gaps.

The chatbot handled routine inquiries, allowing store staff to focus on more complex customer needs.

The AI chatbot captured and analyzed interactions, providing insights that guided further improvements in customer service.