Client Overview
Industry: E-commerce & Retail
Region: UAE
Client: ShopEase Online — a growing online retail platform serving thousands of customers daily.
"Artificial intelligence is not a substitute for human intelligence; it is a tool to amplify human creativity and capability."
Fei-Fei Li, Professor of Computer Science at Stanford University
Challenge
Customer support team overwhelmed with repetitive inquiries (order status, refunds, returns)
Long response times led to poor customer satisfaction and negative reviews
High operational costs for scaling support during peak seasons
Zaam AI Tech Solution
- Implemented SmartHelp AI, an AI chatbot for 24/7 automated support.
- Integrated NLP and sentiment analysis to triage queries and escalate complex issues to humans.
- Connected the AI system with CRM and order management platforms for real-time updates.
Impact / Results
- 70% reduction in first-response time to customer queries
- 60% of support tickets fully resolved by AI without human intervention
- 3× increase in customer satisfaction ratings
- Reduced operational costs by 40% during peak shopping seasons
Technology Used: Python, Django, TensorFlow, PyTorch, NLP libraries (spaCy, Hugging Face), REST APIs, AWS