On the Shopee platform, sellers are rated based on their customer service response rate to enhance consumer satisfaction. If the rating falls below Shopee’s set standards, it can affect the visibility and functionality of the seller’s storefront on the platform.
One particular challenge for sellers is the requirement to respond to customers within 12 hours. For instance, if a customer sends a message via the platform at 22:00 after the customer service staff has finished work for the day (for example, at 19:00), the earliest response time would be after the staff resumes work the next day at 10:00. As a result, the message would be considered unanswered within 12 hours, leading to a decrease in the customer service response rate. This decline not only reduces the platform’s exposure but also restricts the use of features like push notifications and other related marketing resources.
Even if the platform’s automated reply robot is used, it does not count as a customer service response since the platform’s mechanism determines whether it is a genuine human response to the customer.
To meet the requirement of not altering the existing system architecture, we adopted Robotic Process Automation (RPA) technology to achieve efficient process automation.
By integrating AI, we can better understand the intent of customer inquiries and provide appropriate professional responses, thus realizing the goal of 24/7 intelligent customer service.
Customer Service Process Optimization: Analyze frequently asked questions from customers, optimize the customer service process, import common questions and their standard answers into the knowledge base to improve response speed and accuracy.
Human-Robot Collaboration: During non-working hours, the RPA system takes over automatically, ensuring that all questions receive immediate responses 24/7.
Round-the-Clock Customer Service: Achieve 24-hour response to customer inquiries through RPA automation.
Enhanced Customer Service Efficiency: AI handles repetitive inquiries, freeing up customer service personnel’s time to focus on addressing complex customer issues.
Maintaining High Customer Service Response Rate: Ensure that all customer inquiries receive responses within 12 hours to maintain or improve the customer service response rate score on the Shopee platform.
Using Robotic Process Automation (RPA) technology to mimic the operations of customer service personnel, automatically completing rule-based, structured customer inquiry response tasks.
RPA robots can take over customer service responses automatically during non-working hours, ensuring 24-hour response service.
Build and maintain a comprehensive knowledge base of product information and frequently asked questions (FAQs) to enable the AI system to quickly retrieve relevant information, which can then be automatically generated by RPA for responses.
