Business challenge
As a high-volume online retailer, Kogan manages thousands of daily customer inquiries related to order tracking, account issues, product details, cancellations, and refunds. Without an efficient self-service solution, key challenges emerged.
Key challenges
High agent escalation rates particularly for cancellations, refunds, and complaints, increasing operational costs.
Variable human responses frustrating users and leading to unnecessary escalations.
Limited feedback mechanisms, preventing process improvements and optimised responses.
Slow agent response times, negatively impacting customer satisfaction and containment rates.
Solution
AI-powered virtual assistant.
With fullstop.ai and Google Cloud, Kogan needed a Conversational AI Assistant to enhance self-service, reduce escalations, improve query resolution speed and automate digital case creation.
Key Capabilities
Using Vertex AI, Dialogflow CX, Cloud Functions & Cloud Search and BigQuery Analytics
Intelligent self-service workflows – Customers can complete order tracking, cancellations, and refunds entirely within the chat.
Identifies high-risk queries and provides priority routing to live agents.
Users receive automated status updates, minimising unnecessary support inquiries.
Captures real customer verbatim to refine AI responses over time.
Seamless Integration with the Clients Customer Support Ecosystem (Salesforce)
Provides real-time order tracking and estimated delivery timeframes (Logistics API integration).
Enables automated refunds, order modifications, and account updates.
Supports the clients premium service inquiries, subscription renewals, and billing adjustments.
Key benefits & impacts
High AI Containment & Resolution Rates: 78% of inquiries contained within AI, reducing agent workload and support costs.
Automated order tracking and cancellations improved customer resolution speeds.
22% escalation rate targeted for further reduction through enhanced workflows.
Faster self-service experiences, minimising customer frustration and wait times.
Expanding AI coverage for technical support and complex product inquiries.
Operational Efficiency & Cost Savings
24x7 coverage and reduced contact centre volume
Broad range of automated inquiries, allowing reduced resourcing requirements
Scalability for peak trading events like Black Friday, Cyber Monday and holiday trading periods
Conclusion
To maintain customer experience and service efficiency, the Client needed a Conversational AI Assistant to enhance self-service, reduce escalations, and improve query resolution speed.