Client: UK e-commerce retailer

Challenge:

• 48-hour response times during peak seasons, leading to cart abandonment.
• 30% of support queries were repetitive (order tracking, returns).
• High labor costs from seasonal temp hires.

Solution:

Athena Logic deployed a custom NLP chatbot with:
✔ CRM integration (real-time order data access)
✔ Intent recognition for 50+ query types
✔ Seamless human handoff for complex issues