A customer orders a sleek sound bar from an eCommerce site, anticipating it will enhance his home audio experience. But when the product arrives defective, excitement quickly gives way to frustration. Seeking support, he navigates the website, only to face long wait times, confusing navigation, and an overall disjointed experience. When he finds no easy way to address the issue, he eventually vents his disappointment on social media. What started as a defective product now becomes a reflection and negative perception of the brand and the platform itself.

Incidents like these are commonly experienced by many businesses, whether retail or eCommerce. Handling repetitive queries related to getting more information, orders, billings, returns, troubleshooting, warranties, and others, especially at a large scale, remains a persistent challenge for companies. Even the most dedicated support teams often struggle to keep pace with growing digitally-savvy customer expectations.

As instant, effortless support becomes the norm, automating FAQs and routine queries with the help of AI-powered chatbots is not seen as a technological upgrade among enterprises — it is emerging as a strategic necessity to address customers’ needs.