Case Study: Myntra scales customer support 3x with NuPlay by Nurix

Myntra scales customer support 3x with Nurix, cutting AHT by 50%

Myntra, a leading Indian fashion e-commerce platform, faced significant challenges scaling its customer support to match its rapid growth. Surging inbound call volumes, especially during festive seasons, led to thousands of unanswered calls daily, increased operational costs, and customer churn. Myntra partnered with vendor Nurix, using its NuPlay platform, to move beyond legacy systems that merely routed calls without resolving issues.

Nurix implemented a voice AI agent named Meira on its NuPlay platform, which was integrated into Myntra's systems. This solution provided end-to-end resolution for routine queries in both Hindi and English, seamlessly escalating complex cases to human agents. The results for Myntra were substantial, including a 50% reduction in average handle time, over 15,000 calls handled per day, and the ability to scale support operations threefold without adding staff, leading to significant cost savings and improved customer experience.

Myntra