Our Client
A leading global e-commerce platform.
Challenges
The challenges our client faced
As an e-commerce business serving a global customer base, our client faced increasing customer service demands:
- Customer agents had to deal with thousands of customer inquiries per day, related toorders, payments, and returns.
- At the same time, the company had to engage visitors to their website and convert them into buyers.
- The global nature of their customer base brought added difficulty, due to language barriers, time zone differences, and the need for 24/7 support.
The company attempted to manage all this using human agents alone, which put the agents under severe pressure. In turn, this slowed down response times and resulted in missed sales opportunities and frustrating, inconsistent customer experiences.
Solution
Lola advanced Ai conversational chatbot
Intelligent Contract and Document Automation
We deployed Lola to act as a human-like shopping assistant to transform how the ecommerce business communicated with its customers.
Task Management
Streamlined contract creation, review, and document handling across the firm’s key practice areas
Automation
Lola automated routine tasks such as generating templates, extracting key clauses, and summarising lengthy documents
Legal Assist
Provided lawyers faster access to critical information and reduced manual effort on repetitive work.
Smarter Knowledge Access and Client Delivery
The chatbot was designed to handle high volumes of inquiries, deliver personalized shopping experiences, and support customers globally without any delays.
Knowledge Base
Beyond document automation, Lola was integrated with the firm’s knowledge base and matter management tools to surface precedents, similar cases, and relevant internal expertise in real time.
Efficiency Gain
This enabled lawyers to respond to client queries more quickly and accurately, standardise best practice across teams, and improve overall utilisation and matter turnaround without compromising on quality
Result
The deployment of our Lola chatbot produced measurable positive outcomes:
- Average response times were reduced from 2-4 hours in peak periods to instant responses, resolving customer queries within seconds and reducing the support backlog by 60-70%.
- Lola’s proactive customer engagement resulted in a reduction in cart abandonment by 20-25%, while the conversion rate from website visitor to buyer increased by 15-20% during engaged shopping sessions.
- Instead of a large support team handling high-volume repetitive queries, Lola handled 60-80% of routine queries autonomously, reducing operational costs by 30-40%.
- The chatbot’s 24/7 multilingual capability enabled the company’s global customer reach to expand by 15-20%.
- Lola’s ability to capture conversation data in real-time enabled faster marketing decisions and increased sales opportunities by 10-15% through targeted communications.
Initially, Lola was integrated with the company website to enable monitoring and fine-tuning, but it was then rolled out to WhatsApp Business Chat, various social media channels, email and SMS for omnichannel consistency. Across all channels, Lola provided an enhanced customer experience, leading to higher satisfaction rates, improved brand perception and stronger customer loyalty.
Results
The deployment of our Lola chatbot produced measurable positive outcomes:
70%
Support Backlog
Average response times were reduced from 2—4 hours in peak periods to instant responses, resolving customer queries within seconds and reducing the support backlog by 60—70%
25%
Cart Abandonment Rate
Lola’s proactive customer engagement resulted in a reduction in cart abandonment by 20—25%, while the conversion rate from website visitor to buyer increased by 15—20% during engaged shopping sessions
20%
Conversion Rate
Instead of a large support team handling high‑volume repetitive queries, Lola handled 60—80% of routine queries autonomously, reducing operational costs by 30—40%
40%
Op Expense
Instead of a large support team handling high-volume repetitive inquiries, Lola handled 60-80% of routine questions autonomously, reducing operational costs by 30-40%
20%
Customer Expansion
The chatbot’s 24/7 multilingual capability enabled the company’s global customer reach to expand by 15—20%
14%
Smarter Selling
Lola’s ability to capture conversation data in real time enabled faster marketing decisions and increased sales opportunities by 10—15% through targeted communications.
“Implementing Lola has completely transformed the way we interact with our customers. From day one, the chatbot reduced response times, handled high volumes of queries efficiently, and engaged our website visitors with personalized recommendations. We’ve seen a noticeable improvement in customer satisfaction, lower support costs, and increased conversions across our platform. Lola has not only streamlined our support operations but also provided valuable insights that help us make smarter marketing and business decisions. We’re excited to expand its capabilities further.”
Head of Customer Experience
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