Customer Service AI Chatbot

Overview

An e-commerce company selling custom furniture was drowning in support tickets. Average response time was 48 hours, and customers were churning due to poor post-purchase support. We deployed Zeppeli, a custom AI chatbot trained on 3 years of support history, that handles returns, order tracking, product questions, assembly help, and complex troubleshooting — all with natural conversation and real empathy.

The Challenge

Furniture support involves visual issues (scratches, color mismatches), complex assembly questions with spatial reasoning, and emotionally charged situations (damaged deliveries of expensive items). The chatbot needed to handle all of these while knowing when to escalate to human agents for situations requiring judgment.

Our Approach

We trained the chatbot on the company's complete support history, product catalog, assembly manuals, and return policies. It handles images — customers can send photos of issues and the AI assesses damage severity. For assembly help, the AI can reference specific manual sections and provide step-by-step guidance. Sentiment analysis detects frustration and adjusts tone accordingly. A confidence threshold triggers human escalation with full context.

Key Features

• Natural conversational support
• Image-based damage assessment
• Assembly guidance with manual references
• Order tracking and return processing
• Sentiment-aware tone adjustment
• Automatic human escalation for complex cases
• Support analytics dashboard

Results

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