Case Study: an Australian online home goods retailer boosts CSAT and automates support with i-Verve’s Conversational AI Assistant

Australian Online Home Goods Retailer boosts CSAT 23 points with i-Verve

i-verve developed a conversational AI assistant for an Australian online home goods retailer. The client was facing significant challenges as their small support team was overwhelmed by a high volume of repetitive queries, leading to slow response times, low customer satisfaction, and high support costs. There was also a complete lack of after-hours and weekend support, which was a major pain point for their customers.

The solution implemented by i-verve utilized a GPT-4 powered AI assistant with a RAG architecture to provide instant, 24/7 support. This resulted in 82% of queries being resolved without human intervention, a 23-point increase in customer satisfaction, and a 70% reduction in support costs. Additionally, the AI's product recommendation feature led to a 20% higher average order value for customers who used the chat.