A leading e-commerce logistics platform needed scalable automation for product-level customer inquiries. Gnani.ai delivered voice AI to enable accuracy and efficiency.
The Solution
The organization automated inbound customer support for millions of product-specific queries using Ask365. This solution reduced agent workload, improved first-call resolution, and delivered SKU-level query accuracy at scale.
Integrated Ask365 with product metadata to deliver real-time, item-level responses for customer queries.
Enabled 24/7 automation for order status updates, packaging, and delivery-related FAQs without human intervention.
Reduced manual effort through intelligent fallback routing, escalating only complex issues to agents.
Implemented continuous learning loops using historical query feedback for better accuracy over time.
This solution scaled customer service, enhanced CX, and reduced costs by optimizing inbound workflows with AI.
The Impact
India's largest e-commerce delivery platform achieved higher service efficiency, significant cost reductions, and improved customer experience with intelligent automation.
