How BrightCommerce Cut Response Time in Half with NLP

Real-World Impact: Transforming Customer Support with AI

Author

Nina Neev
January 15, 2025 • Estimated Reading Time: 2 minutes

Hey there Flow-er,

Let’s Check for a Case Study Today: Enhancing Customer Support with NLP

Challenge: BrightCommerce struggled with delayed customer responses due to high inquiry volumes, leading to dissatisfied customers and lost sales.

Solution: Implementing an NLP-powered chatbot and ticketing system:

  1. Chatbot Integration: A chatbot was trained using FAQs and past interactions to handle 70% of common customer queries instantly.

  2. Sentiment-Based Prioritization: Emails and messages were analyzed using sentiment analysis to prioritize critical tickets.

  3. Workflow Automation: Customer queries were routed to the right departments automatically, reducing internal delays.

Result:

  • 50% faster response times.

  • 30% reduction in repetitive tasks for support agents.

  • Improved customer satisfaction scores by 25%.

Workflow to Try: Build a Sentiment-Aware Ticketing System

  • Step 1: Collect customer emails/messages and centralize them in a tool like Zendesk or HubSpot.

  • Step 2: Use an NLP platform to analyze the tone (positive, neutral, or negative) of each message.

  • Step 3: Set automation rules to prioritize and assign tickets based on sentiment.

Ready to supercharge your own support team? Flowity AI can help you build solutions tailored to your needs.

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Let’s take your customer support to the next level — with Flowity AI.

Next week: “Social Media Monitoring Made Easy with NLP Automation.”

Stay tuned,
Nina Neev
Founder, Flowity AI