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Overview

Glamira, a leading jewelry eCommerce company, sought to enhance its customer support operations with AI-driven automation. FutureSmart AI developed a robust AI-powered customer support system to streamline inquiries, order tracking, and ticket management across Glamira's 80+ websites.

Capabilities Developed

1. AI Chatbot for Website Customer Support

• Deployed on Glamira’s 80+ websites to assist customers with document-based inquiries.
• Integrated with internal APIs to fetch real-time order status.
• Provides seamless transfer to live agents when needed or upon user request by integrating with Freshchat.
• Supports automatic ticket creation for unresolved issues by integrating with Freshdesk.

2. Admin Dashboard for Chatbot Management

• Displays chatbot statistics and logs of ongoing conversations.
• Allows admins to modify chatbot prompts and update its knowledge base.
• Enables activation and deactivation of support ticket creation and live agent transfer functionalities based on client requirements.

3. AI-Driven Automation in Freshdesk

• Custom Freshdesk apps integrated into the support interface.
• Automatically generates conversation summaries for each ticket.
• Extracts and displays order details if an order ID is mentioned.
• Categorizes tickets for auto-assignment to the appropriate support team.
• Generates AI-powered responses using internal knowledge and APIs, with agent review and modification capabilities.
• Supports seamless translation between English and the original ticket language, ensuring efficient global customer support.

Impact & Results

• Enhanced customer experience with quick and accurate responses.
• Reduced agent workload through AI-generated replies and ticket automation.
• Improved operational efficiency with real-time tracking and automated ticket classification.
• Scalable AI solutions implemented across multiple websites, increasing customer engagement and satisfaction.

Conclusion

FutureSmart AI successfully developed a comprehensive AI-powered customer support system for Glamira, improving response times, automating ticket handling, and ensuring a seamless support experience across multiple platforms. The integration of AI-driven automation in both website chatbots and Freshdesk support has significantly optimized Glamira’s customer service operations.