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          Returns Processing and After-Sales Support

          Returns Processing and After-Sales Support

          This fashion retailer successfully transformed its after-sales service—which previously collapsed under up to 500 daily requests and 72-hour wait times—through an AI automation flow that integrates language models with its ERP to autonomously classify and resolve procedures. Thanks to this implementation, response time dropped to under 4 hours in the vast majority of cases, eliminating manual errors and reducing the team’s operational workload by 65%, which skyrocketed customer satisfaction by 41 NPS points.

          Identified Problem

          An omnichannel fashion retailer received between 300 and 500 daily requests for returns, exchanges, or warranties via email, WhatsApp, and web forms. The support team took up to 72 hours to respond. Processing errors resulted in duplicate refunds or misclassified orders, and the customer experience was severely damaged, which was reflected in negative reviews and a loss of repeat purchases.

          Solution

          An AI process automation flow was designed, integrating language models to read, classify, and interpret every incoming request regardless of the channel. The system automatically performs the following steps:

          • Identifies the specific type of request.
          • Checks the customer’s purchase history.
          • Validates whether the current return policy applies to the case.
          • Executes the corresponding action: generating a shipping label, authorizing a refund, or escalating the case to a human agent when the situation requires it.
          • All of this operates completely connected to the company’s ERP and payment platform.

          Results

          Average resolution time went from 72 hours to under 4 hours in 80% of cases. After-sales customer satisfaction increased by 41 points on the Net Promoter Score (NPS) index, manual processing errors were virtually eliminated, and the support team reduced its operational workload by 65%, allowing them to redirect their energy toward complex cases and customer retention.

          Contact one of our AI experts now

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