Jewelry Retail Chatbot Case Study

Routing chatbot for the global luxury retail
jewelry brand

Since its foundation almost about 200 years ago, our client’s company has been at the forefront of the jewelry industry, maintaining high standards and customer satisfaction. As of 2023, the brand operated 300 stores across 5 continents. Such a broad market share and cross-cultural representation require continuous innovation and optimization, which our client is open to.

200+
Canadian clients engaged since launch in November, 2023
4,603
conversations with USA buyers during 1 month
150+
supportive chats with clients from UK during the first month

Challenge

How did we help the brand’s customers get instant support and answers from human agents regardless of location, time zone or staff working hours?

Being a global brand, our client aimed to optimize their international customer support service to eliminate risks of human agent’s unavailability and long wait times for customers seeking help. The issue was to automatically manage work of teams located in various time zones and responsible for different markets — UK, USA and Canada. Our client also lacked a convenient communication channel for iOS users.

What We Created

What We Created

Master of Code developed a routing bot, as well as solved tech issues in the existing customer service chatbot to match Apple Guidelines.

Master of Code created an Apple Business chatbot to address the client’s pain points regarding international customer support teams located in different time zones. This software allows them to smoothly manage the workload of employees. The bot analyzes location and staff availability to redirect the query to active agents or transfer it to the additional group of specialists.

While working on this task, our experts detected a list of technical issues in the already existing chatbot. Although it was initially developed by a third-party service provider, we had to thoroughly analyze and optimize the main chatbot. Otherwise, it would be impossible to proceed with the Apple verification process and deploy our helpful bot.