AI Virtual Assistant & Automated CS System

Our partner is a leading retail corporation facing overload in customer service. Czen developed an intelligent Virtual Assistant integrated with Deep Learning, automating responses to 80% of FAQs and reducing customer wait time from 15 minutes to under 10 seconds.

Project Challenges

The biggest challenge was integrating AI into the client's Legacy CRM System without disrupting current operations. Additionally, training the AI to understand specialized terminology and local dialects required complex data processing procedures.

Solutions & Results

To solve the integration puzzle, Czen engineers built a Microservices architecture, allowing the AI module to communicate flexibly via API. We used advanced NLP models (BERT/Transformers) to train the Chatbot on a 5-year historical dataset.

After 3 months of deployment, the system automatically processes 10,000+ requests daily, helping the partner reduce CS personnel costs by 40% and raising the Customer Satisfaction Score (CSAT) from 3.5 to 4.8/5.