80%
reduction in end-to-end issue triage time
250K+
customer inquiries processed in <40 minutes
23K+
users supported with generative AI tool
OWNING CHANGE IN E–COMMERCE
Our client is a leading e-commerce platform offering a diverse range of fashion, footwear, and accessories to millions of customers.
The challenge:Triage Transformation
Our client encountered significant operational bottlenecks in managing and responding to customer enquiries and complaints across multiple channels – including their mobile app, website and social media platforms. The complexity of issues to be tackled ranged from delayed deliveries and damaged parcels to refund failures and ineffective replacements.
The internal customer support team manually compiled complaint data into Excel and CSV files, often copying entries from various online platforms. This labour-intensive process resulted in inconsistent formats, duplicate and null entries, and pressing data discrepancies. Without an automated workflow to categorise or prioritise issues, business and product teams were often overwhelmed, relying on manual triage to identify and address the most urgent concerns.
To overcome these challenges, our client sought to adopt a user-friendly AI solution designed to streamline complaint handling, automate categorisation and prioritisation, and deliver actionable insights for faster resolution.
Our proposal:AI–Powered Automation
To address our client’s challenges, TEKsystems deployed a high-impact, seven-member application development team, led by a seasoned Solution Architect, with deep expertise in Python and Perplexity LLM. Leveraging a two-phased approach and targeted Agile sprints, our team engineered a robust, generative AI-powered platform designed to automate complaint classification and prioritisation – significantly reducing manual effort and improving issue resolution times.
Working in conjunction with our client’s technical leadership, key components of our team’s application development efforts included:
- Data Ingestion: Customer complaint data in CSV format was uploaded seamlessly via a Streamlit-based user interface.
- Data Engineering: Custom Python scripts cleaned, deduplicated and structured the data, eliminating inconsistencies and preparing it for AI processing.
- AI Labelling: Perplexity LLM automatically tagged complaints by category – such as refund, late delivery or defective product – enabling rapid triage and prioritisation.
- Visualisation: An interactive Streamlit dashboard provided real-time insights into complaint volumes, regional distribution and category breakdown, empowering business teams to make data-driven decisions.
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Real-world Results
Over a seven-month period, TEKsystems’ team delivered a scalable, generative AI-powered solution that fundamentally transformed how our client managed customer issues – streamlining operations, accelerating response times, boosting agility, and enabling data-driven decision-making.
- Scalability and Speed: The AI platform processed more than 250,000 customer enquiries per batch in under 40 minutes. Powered by Perplexity LLM, it automatically identified, processed and labelled complaints – eliminating manual tagging and reducing data inconsistencies. Advanced data structuring enabled deeper segmentation and granular analysis of complaint types, frequency and patterns, which proved critical for uncovering systemic issues and regional trends.
- Business Enablement: Manual CSV and Excel workflows were replaced with dynamic, real-time dashboards offering instant visibility into complaint volumes and categories. This shift reduced triage time by over 80%, empowering product and business teams to respond faster and more strategically to high-impact issues – improving operational agility and user experience for over 23,000 customers.
- Bolstered Quality Assurance: Our solution incorporated OAuth 2.0 for secure authentication, Black Duck for scanning JAR and DLL files, and JUnit for validating business logic. Automation testing was executed using REST Assured and Selenium, ensuring robust quality assurance across the software development lifecycle.
By replacing manual processes with intelligent automation, TEKsystems has equipped our client with actionable insights and cutting-edge AI capabilities that enable informed decisions, driving customer-led innovation and sustained business growth.