Case Study: Jet.com achieves faster customer support and lower handling time with Microsoft Corporation

Jet.com finds answers faster for its customers by using Microsoft Bot Framework functionality

Jet.com, the Walmart subsidiary e-commerce retailer, wanted to give customers faster, easier self-service while reducing the load on its support agents. To do that, Jet.com used Microsoft Corporation’s Microsoft Bot Framework along with Azure services such as Azure Cognitive Services, Azure Bot Service, Azure Cosmos DB, and Azure SQL Database to build a customer care chatbot.

Microsoft Corporation helped Jet.com deploy the bot in production in just two months after a four-week proof of concept. The solution routed about 25% of weekly chats through automated workflows, resolved half of those automatically, reduced agent-handled call time by 14%, and contributed to savings in the first year.

Jet.com

Cole Dutcher

Associate Director of Engineering