Customer Support
Customer Support
A local retail marketplace launched a gen AI-powered support assistant that gives customers a self-service option across web, mobile, and phone support. The assistant helps troubleshoot product issues, update delivery scheduling, and manage service subscriptions - making support faster and easier at the point of need.
Client
Retail Marketplace
Industry
Retail & E-commerce
Year
2024-2025
Services Provided
GenAI Virtual Assistant · Customer Support Experience · Omnichannel Integration · Service Workflow Automation
Key Challenges®
//04
Deploying gen AI in customer support required reliable self-service flows, consistent answers across channels, and integration with real operational systems (orders, scheduling, subscriptions) without breaking existing support processes.
Omnichannel consistency
A single assistant experience had to work across web, mobile, and phone channels with consistent behavior.
//01
Operational workflow integration
Self-service needed real actions—order delivery updates, scheduling changes, and subscription management.
//02
Fast issue resolution
Customers needed immediate troubleshooting without long waits or escalations.
//03
Support at the point of need
The assistant had to appear where customers already are—shopping online, in-app, or calling support.
//04
Key Challenges®
//04
Deploying gen AI in customer support required reliable self-service flows, consistent answers across channels, and integration with real operational systems (orders, scheduling, subscriptions) without breaking existing support processes.
Omnichannel consistency
A single assistant experience had to work across web, mobile, and phone channels with consistent behavior.
//01
Operational workflow integration
Self-service needed real actions—order delivery updates, scheduling changes, and subscription management.
//02
Fast issue resolution
Customers needed immediate troubleshooting without long waits or escalations.
//03
Support at the point of need
The assistant had to appear where customers already are—shopping online, in-app, or calling support.
//04
Key Challenges®
//04
Deploying gen AI in customer support required reliable self-service flows, consistent answers across channels, and integration with real operational systems (orders, scheduling, subscriptions) without breaking existing support processes.
Omnichannel consistency
A single assistant experience had to work across web, mobile, and phone channels with consistent behavior.
//01
Operational workflow integration
Self-service needed real actions—order delivery updates, scheduling changes, and subscription management.
//02
Fast issue resolution
Customers needed immediate troubleshooting without long waits or escalations.
//03
Support at the point of need
The assistant had to appear where customers already are—shopping online, in-app, or calling support.
//04
Design Approach®
//004
We designed the assistant around high-frequency support intents, then integrated it with core service workflows so it can complete real tasks—not just answer questions.
Intent mapping and self-service flows
Defined the core support journeys users complete most often and structured them into clear flows.
//01
Workflow and system integrations
Connected the assistant to delivery scheduling, order management, and subscription workflows.
//02
Channel rollout and experience alignment
Aligned the experience across BestBuy.com, mobile app, and phone support entry points.
//03
Design Approach®
//004
We designed the assistant around high-frequency support intents, then integrated it with core service workflows so it can complete real tasks—not just answer questions.
Intent mapping and self-service flows
Defined the core support journeys users complete most often and structured them into clear flows.
//01
Workflow and system integrations
Connected the assistant to delivery scheduling, order management, and subscription workflows.
//02
Channel rollout and experience alignment
Aligned the experience across BestBuy.com, mobile app, and phone support entry points.
//03
Design Approach®
//004
We designed the assistant around high-frequency support intents, then integrated it with core service workflows so it can complete real tasks—not just answer questions.
Intent mapping and self-service flows
Defined the core support journeys users complete most often and structured them into clear flows.
//01
Workflow and system integrations
Connected the assistant to delivery scheduling, order management, and subscription workflows.
//02
Channel rollout and experience alignment
Aligned the experience across BestBuy.com, mobile app, and phone support entry points.
//03
Final Outcome
//04
A gen AI-powered self-service assistant that helps customers complete key support tasks across major channels, improving accessibility and reducing friction in common support journeys.
72
%
of users completed their full diagnostic journey on first try
90
%
of users completed their full diagnostic journey on first try
37
%
uplift in product conversion from users who followed recommended rituals
52
%
retention rate after 30 days
“Customers can now get help faster, directly in the moment—whether they’re shopping online, using the app, or calling support.”
— Public case summary
Final Outcome
//04
A gen AI-powered self-service assistant that helps customers complete key support tasks across major channels, improving accessibility and reducing friction in common support journeys.
72
%
of users completed their full diagnostic journey on first try
90
%
of users completed their full diagnostic journey on first try
37
%
uplift in product conversion from users who followed recommended rituals
52
%
retention rate after 30 days
“Customers can now get help faster, directly in the moment—whether they’re shopping online, using the app, or calling support.”
— Public case summary
Final Outcome
//04
A gen AI-powered self-service assistant that helps customers complete key support tasks across major channels, improving accessibility and reducing friction in common support journeys.
72
%
of users completed their full diagnostic journey on first try
90
%
of users completed their full diagnostic journey on first try
37
%
uplift in product conversion from users who followed recommended rituals
52
%
retention rate after 30 days
“Customers can now get help faster, directly in the moment—whether they’re shopping online, using the app, or calling support.”
— Public case summary
