Customer service is expensive. An agent costs €30 to €50 per hour fully loaded, often to answer the same questions: order tracking, return, refund, routine complaint.
The result: queues, impatient customers, agents worn out from repeating the same lines.
A well-built support chatbot absorbs 60 to 80% of repetitive requests, at conversation pace, and leaves humans with the cases that truly deserve to be handled.
Mapping
Top 20 contact reasons, existing answers and procedures.
Plugging in
CRM (Zendesk, HubSpot, Salesforce), order base, logistics tracking.
Smooth escalation
As soon as the bot doubts or the customer insists, hand-off to a human with full context.
Learning
Hard cases are surfaced and used to enrich the bot week after week.
Same service, three profiles, three stacks
Fashion e-commerce · 200k orders/year
Returns, exchanges, tracking, refunds. 80% of requests are the same all year long.
72% of tickets resolved without a human. Average response time from 18 h to 45 seconds.
B2C subscription box
Monthly box, cancellations, address changes, delivery pauses.
60% of actions (pause, resume, cancel) handled by the bot. Humans take billing edge cases.
Home appliance manufacturer
First-line support: faults, warranty, spare parts, remote repair guidance.
First-contact resolution: 40% → 75%. 30% of repairs guided without sending a technician.
- → Instant response, 24/7.
- → Agents focus on cases that justify their expertise: less burnout, better retention.
- → Full history handed to the human on escalation: zero repetition for the customer.
- → Measurable savings: ROI calculated per ticket processed.
Let's talk.
All my services
The full catalogue: 14 families, 3 technical angles. To get a feel for what AI can absorb at your company.
€My pricing
Four formulas: express audit, fixed-fee project, monthly support, one-off intervention. Free quote within 48 h.
☕Contact me
1 free hour, by phone or over a coffee in Chaumont (France), to discuss your project. No commitment.