Client: Global E-Commerce Platform
Industry: Retail & E-commerce
Services Delivered: AI Chatbot Development, LLM Fine-Tuning, CRM Integration
Timeline: 60 Days
Objective: Improve customer support experience and reduce operational load on human agents.
The Challenge
The client, a global retail platform with tens of thousands of daily orders, faced a crisis in customer support. With over 50,000 support tickets per month and peak-hour overloads, the support team was overwhelmed.
Key issues included:
- Delayed responses (avg. 4+ hours) for basic queries
- High agent attrition due to burnout
- Poor customer satisfaction scores (CSAT < 3.5/5)
The goal was to automate the first line of defense while preserving a human-like tone and response accuracy.
Dextralabs’ Solution: Custom RAG-Powered LLM Chatbot
Rather than using a generic third-party chatbot, at Dextralabs, we engineered a custom AI chatbot tailored to the client’s workflows, tone, and knowledge base.
Key Features:
- RAG (Retrieval-Augmented Generation) architecture to fetch real-time answers from live databases, knowledge bases, and ticket histories
- Multilingual capabilities (trained on customer datasets from 7 countries)
- Sentiment analysis engine to escalate negative or complex cases to live agents instantly
- Live learning loop, improving the bot’s accuracy using feedback from conversations
We integrated the bot directly into:
- Website live chat
- Mobile app help center
- CRM backend (Zendesk + Freshdesk APIs)
Impact & Results
In just 60 days:
- 60% reduction in response time (from 4 hrs to under 1.5 mins)
- 28% increase in CSAT scores
- 40% cost savings via agent workload reduction
- Over 20,000 tickets/month successfully resolved without human involvement
“This wasn’t just another chatbot. It was like deploying a trained team of support agents that worked 24/7 without missing a beat.”
— VP of Customer Experience, E-Commerce Client
Final Note: Why Dextralabs?
This case study goes beyond a success story — it’s a testament to how Dextralabs delivers real-world AI solutions that drive measurable impact. From building custom LLM-powered chatbots to integrating RAG and multilingual capabilities, we don’t just consult — we design, deploy, and scale AI systems that transform customer experience at an enterprise level.
