The Challenge
The retail chain faced a high volume of customer calls during peak shopping periods, leading to long wait times and dissatisfaction. The human team was overwhelmed with repetitive questions about order status and exchanges.
The Solution with Caramelo AI
We implemented a Conversational AI Agent integrated directly into the brand’s WhatsApp Business and internal ERP. The agent was trained with the company’s product catalog and policies, enabling it to:
- Check order status in real time.
- Initiate the return process autonomously.
- Suggest similar products if something was out of stock.
The Result
In just two months after launch:
- The average wait time dropped from 12 minutes to 2 seconds.
- 80% of level 1 support calls were resolved entirely by AI, with no human handover.
- The human support team now focuses only on exceptional cases that require empathy and complex context.