Our Client
A growing retail brand operating both online and physical stores and serving thousands of customers daily across multiple locations.
Challenges
The challenges our client faced
The retailer previously relied on a basic rule-based chatbot. As the business expanded, several challenges emerged:
- The chatbot could only handle simple, predefined questions and struggled with complex or unique customer requests, leading to frustration.
- Customer support agents spent a significant amount of time responding to repetitive queries such as returns, refunds, order tracking, and product availability, which reduced productivity and morale.
- Management had limited visibility into customer trends, sentiment, and agent performance, making it difficult to optimize service operations.
The retailer required a solution that could automate routine tasks, efficiently manage complex enquiries, and deliver a seamless customer experience across all channels.
Solution
conversational Lola chatbot and AIcontact center
Lola Conversational AI Chatbot & AI Contact Center
To address these challenges, we replaced the client’s basic rule-based chatbot with Lola, our advanced conversational AI chatbot capable of understanding customer intent and delivering accurate, personalized responses.
Long-Term Context Awareness
Lola handled order tracking, product enquiries, returns, and FAQs while retaining context from previous interactions, ensuring seamless conversations across multiple channels.
Always-On Customer Support
Customers could engage with Lola 24/7 through the company’s website and social media channels, receiving instant responses and personalized recommendations based on browsing behaviour, search patterns, and purchase history.
Improved Operational Efficiency
With routine queries handled automatically, support agents were able to focus on more complex and high-value customer interactions.
AI Contact Center
To further enhance support for the client’s service team, we implemented an AI-powered contact center designed to improve efficiency and provide agents with intelligent assistance.
Smart Query Routing
Complex enquiries were automatically directed to the most suitable agent with full conversation context, eliminating the need for customers to repeat information.
Agent Assist
Human agents received real-time AI-powered suggestions and guidance, helping them respond faster and with greater accuracy.
Advanced Analytics
Interactive dashboards provided management with insights into trending issues, customer sentiment, and the performance of both the chatbot and support agents—supporting continuous improvement and smarter decision-making.
Results
Previously, customers faced slow response times, repeated explanations, and inconsistent support, while agents were overloaded. After deploying our conversational Lola chatbot and AI contact center the situation was transformed:
- Average response times dropped from 25 minutes to less than 2 minutes.
- 60—80% of queries were handled autonomously by the Lola chatbot, freeing up human agents to focus on complex issues, and increasing their productivity.
- Customer satisfaction (CSAT) with the AIsupport received rose from 55% to 90% within a month.
- Management gained actionable insights to continuously improve operations.
A rapidly expanding retail company with both online and in-store operations, supporting thousands of customers each day across multiple locations.
Results
Before the solution, customers encountered slow responses and inconsistent service, while agents were burdened with repetitive tasks. After introducing our Lola AI chatbot and AI contact center, support operations became faster and more efficient.
92%
Faster Response Times
Average response times dropped from 25 minutes to under 2 minutes.
60–80%
Inquiry Automation
The Lola chatbot autonomously handled 60–80% of customer queries, allowing human agents to focus on more complex issues and improve overall productivity.
25%
Efficiency Improvement
Automation reduced repetitive workloads, enabling agents to dedicate more time to high-value customer interactions.
45%
Increase in Customer Satisfaction
Customer satisfaction (CSAT) with AI-powered support increased from 55% to 90% within just one month.
100%
Actionable Insights
Management gained valuable insights through analytics, enabling continuous improvement in customer service operations.
“Implementing Worktual’s chatbot and contact center significantly improved our customer support operations. Routine queries are handled instantly, enabling our agents to concentrate on complex cases. Our customers are happier, and our team’s productivity has increased.”
Head of Customer Experience
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