AI Chatbot Case Study
A Support Chatbot That Answers Instantly
An online retailer fielded the same questions all day. A support AI chatbot now answers the routine ones instantly and passes only the rest to the team.
Results at a glance
- 70%Routine questions answered automaticallyPeriod not stated · Internal measure
- 4 wkFrom kickoff to livePeriod not stated · Internal measure
The challenge: The same questions, every hour of the day
Volume spiked at night and on sale days, the queue grew, and customers waited hours for an answer they could have had at once.
- Routine questions made up most of the volume.
- Every chat waited for a human to reply.
- Nights and sale days overwhelmed the team.
- An older keyword bot frustrated more than it helped.
The solution: A chatbot grounded in the help centre and orders
It understands what a customer means however they ask, answers the routine questions from real content, looks up an order to give a live status, and hands the rest to a person with the chat attached.
- Understands the question, not just keywords.
- Answers from the help centre content.
- Looks up live order status.
- Hands off the hard cases with full context.
How it was delivered: Ran it beside the team, then let it lead
Refunds and account changes still go to a person.
The chatbot went live in four weeks.
The outcome: The routine answered, the queue under control
The queue no longer piles up overnight, and customer wait times dropped sharply.
Related service
AI SolutionsRelated
More case studies
More case studies, and the case studies hub.
- ResourceCase studiesCase studies of ERP, AI and custom software projects delivered by TCB Infotech: the problem…
- Case studyAI Finance AgentA finance AI agent reads supplier invoices, matches them to orders and prepares entries for approval…
- Case studyLead-Gen ChatbotA lead-generation chatbot qualified visitors, captured details into the CRM and booked demos after hours…
- Case studyStore and ERP IntegrationCustom APIs connected an online retailer ecommerce store to its ERP, so orders…
- Case studyInvoice automationHow TCB Infotech automated supplier invoice processing for a distribution company, connected to email…
- Case studyOdoo eCommerceHow a direct-to-consumer online retailer connected its catalog to live stock in Odoo eCommerce…
- Case studyAuto Parts Order CyclesAn automotive parts manufacturer connected sales…
- Case studyB2B Ordering AppA self-service B2B ordering web app let trade customers of a distributor order online around the clock…
- Case studyContractor Project CostingA building contractor put BOQ, procurement, billing and cost on one ERPNext system across eight projects…
- Case studyInfrastructure ProjectsAn infrastructure EPC firm ran packages, subcontractors and multi-stage billing on SAP S/4HANA…
- Case studyDairy PlantA dairy processor put milk intake, batch traceability, quality and cold-chain dispatch on one ERPNext system…
- Case studySix-College UniversityA six-college university group ran programs, enrollment, exams and finance on one ERPNext platform…