RetailGiant Reduces Customer Response Time from 24 Hours to 2 Minutes with AI Automation

The Challenge

RetailGiant, a major e-commerce player, was struggling to keep up with rising customer support demands. Their average response time was 24 hours, leading to:

• Increased customer dissatisfaction

• High ticket volume backlog

• Overloaded support agents

• Poor reviews affecting brand reputation

As customer expectations shifted toward instant resolution, the need for a scalable solution became urgent.

The Solution

RetailGiant partnered with CoreX to deploy an AI-powered customer support system, integrating:

• Automated responses for FAQs and common issues

• Smart ticket routing based on query type and urgency

• 24/7 chatbots with human-like tone and contextual memory

• Real-time sync with CRM and order management systems

This allowed support to become proactive, intelligent, and lightning-fast.

The Results

After full implementation, RetailGiant experienced:

• ⚡ Average response time dropped from 24 hours to 2 minutes

• 🤖 85% of tickets resolved automatically without human intervention

• 📈 400% increase in support efficiency across the board

• 😊 Significant boost in CSAT scores and repeat customer rates

“CoreX turned our support center into a competitive advantage. Our customers now get what they need almost instantly.”
— Brian K., Director of Operations at RetailGiant

Final Thoughts

In a world where speed equals satisfaction, RetailGiant proved that AI isn’t just a nice-to-have — it’s a customer experience multiplier. By automating intelligently, they gained happier customers, faster resolutions, and scalable support without growing headcount.