Support AI auto-resolves 70% of tickets
A multilingual support chatbot that handles order, product and returns questions across channels.
- 70%
- tickets auto-resolved
- 3
- languages supported
- +30%
- conversion on chat
The problem we solved
Seasonal spikes overwhelmed the support team and slow replies hurt conversion and satisfaction.
What the client was doing before
Support ran through email and a live chat widget staffed by four agents during business hours. During Ramadan and end-of-year sale periods, ticket volume tripled. Response times stretched to 6–8 hours. Agents answered the same order-status, return-policy and product questions repeatedly. Evenings, weekends and Arabic-language queries were served poorly.
How we solved it
We deployed a multilingual chatbot grounded in their catalogue and policies, with live-agent handoff.
How the system is built
The key components and how they connect.
- Storefront
- Chatbot
- Catalogue + policies
- Order system
- Live agents
Technologies used
What we delivered
- 70% of tickets resolved automatically
- Higher conversion on chat-assisted sessions
- Support team focused on complex cases
ROI
Reduced support costs and higher conversion delivered payback in the first season.
What we learned from this engagement
Practical takeaways that inform how we approach similar projects.
- Catalogue data quality is the chatbot's ceiling — products with missing descriptions or inconsistent attributes produce unreliable answers.
- Arabic NLP requires dialect-aware tuning for North African markets — standard MSA performs noticeably worse on Darija queries.
- Conversion uplift from chat assistance is real but requires A/B measurement to separate chatbot effect from organic session quality.
"Even during our busiest sales, customers get instant help in their own language. It changed the game."
E-commerce Manager
Online Retailer
Service
AI ChatbotsIndustry
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