AI Virtual Assistant & Automated CX System

Our partner, a leading retail corporation, was facing an overload in customer service. Czen developed an intelligent Virtual Assistant solution integrated with Deep Learning, automating responses to 80% of FAQs and reducing customer wait times from 15 minutes to under 10 seconds.

Project Challenges

The biggest challenge was integrating AI into the client's legacy CRM system without disrupting current operations. Additionally, training the AI to understand industry-specific terminology and local dialects required a complex data processing workflow.

Solution & Key Results

To solve the legacy integration issue, Czen engineers built a Microservices architecture, allowing the AI module to communicate flexibly via APIs without deep intervention into the Core System. We utilized advanced NLP models (BERT/Transformers) to train the Chatbot on 5 years of historical data.

After 3 months, the system automatically handles 10,000+ requests daily, helping the partner reduce CS personnel costs by 40% and increasing the Customer Satisfaction Score (CSAT) from 3.5 to 4.8/5.