Worked example
Situation
A store with a small support team gets the same questions about delivery, returns and compatibility. Staff switch between the conversation, orders and store policies. Evening messages wait for the next shift.
What changes
An assistant finds the permitted order details and the relevant policy, drafts a reply and shows its sources to the agent. Simple reference questions can be answered automatically once quality has been checked.
Where people stay in control
Refunds, disputes and order changes are confirmed by a person, and the customer’s authority is checked before any action. Any conversation can be passed to a specialist.
What changes for the team
Nobody has to look up the returns policy and copy the order status every time; difficult conversations stay with people, who now have time for them.
How the example is calculated
- Before
- 150 h/month
- After
- 85 h/month
Preliminary estimate · month
1,800 requests × 5 minutes = 150 h; 1,800 × 2.5 minutes + 10 h of spot checks = 85 h
Assumptions
1,800 requests a month; 5 minutes now; 2.5 minutes on average after; 10 hours of spot checks. A model of support workload, not a promise of more sales.
What to check in a pilot
Correct answers, repeat contacts, share of cases passed to a specialist, satisfaction after closing. Don’t optimise speed at the expense of quality.