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Client Overview

The company is a well-established consumer electronics retailer with a strong online presence and physical store locations across the United States. The company has built a reputation by selling branded gadgets and electronics, catering to both tech enthusiasts and everyday consumers. Additionally, the company offers custom AV and smart home installation services, aiming to provide comprehensive solutions for customers' audio and video needs. As their business continued to grow, they faced increasing challenges in managing customer support effectively while maintaining exceptional service quality.

Revenue :

$8M+ annually

Sales Channels :

Physical retail stores & online store

Key Products :

Smartphones, Laptops, Smartwatches, Custom Home Entertainment Systems, Gaming Consoles, Headphones, Wearable Tech, Smart Home Devices, Tablets, PC Components

Business Challenges

High Customer Support Costs :

  • The company had a team of 10 customer service agents handling queries via phone, email, and live chat.
  • Annual support costs exceeded $530K, including salaries, training, and infrastructure.

Inconsistent Customer Service Response Time :

  • High wait times during peak shopping seasons (e.g., Black Friday, Cyber Monday).
  • Slow response on order tracking and returns inquiries led to customer dissatisfaction.

Missed Revenue Opportunities :

  • Lack of AI-driven product recommendations in customer inquiries.
  • 20% of abandoned chats were potential sales opportunities lost due to slow response times.

Scalability Issues :

  • The company planned to expand online operations but lacked an efficient support solution to handle increased customer queries.

High Daily Inquiry Volume :

  • The company received an average of 1000 - 1,500 customer inquiries per day, overwhelming the support team.

Challenges in Custom AV & Smart Home Installation Services :

  • Customers frequently asked about installation options, service availability, and pricing, leading to high manual handling of inquiries.
  • Scheduling appointments and providing instant consultation on compatibility with existing setups was time-consuming.

Solution Implemented: AI-Powered Customer Support Assistant

Aglowid IT Solutions implemented an AI-powered assistant trained on retail-specific FAQs, product recommendations, and order tracking queries.

Key Features Integrated :

AI Assistant for Automated Responses

  • Trained on over 10,000+ customer inquiries (FAQs, product info, order tracking, returns processing, appointment scheduling).

Automated Order Tracking & Returns Processing

  • Customers received real-time updates on order status and return requests without human intervention.

Basic Analytics Dashboard

  • AI dashboard to track customer engagement, query resolution rates, and conversion impact.

AI-Powered Support for AV & Smart Home Installation Services

  • Assistant integrated with a service booking system for instant scheduling.
  • AI-driven consultation tool to provide recommendations based on customer needs and existing setups.

AI-Driven Cross-Selling & Upselling

  • Suggests complementary accessories and enhanced versions based on customer purchase history.

Invoice & Documentation Retrieval

  • Instantly provides invoices and past transaction records.

Implementation Process :

#1. Data Collection & AI Training

Extracted customer support data (past chat logs, order tracking queries, and product inquiries).

Developed a custom AI model with Natural Language Processing (NLP) for personalized responses.

#2. Integration with E-Commerce & Retail CRM

Connected assistant with the company’s e-commerce platform and CRM (HubSpot).

Enabled AI-driven product recommendations based on browsing and purchase history.

#3. Testing & Optimization

Conducted A/B testing to analyze customer interactions and fine-tune AI responses.

#4. Full Deployment & Staff Training

Rolled out assistant across website and deployed the dashboard for basic analytics.

Provided basic training to customer service reps for assistant monitoring and escalation handling.

Technology Stack

AI Engine & Processing

  • OpenAI, Langchain

Backend

  • Django, ReactJS

Natural Language Processing (NLP)

  • OpenAI

Cloud Hosting

  • AWS Lambda, AWS EC2

Database Management

  • Pinecone, PostgreSQL

Results & Business Impact

Metric Before AI Implementation After AI Implementation Change
Customer Support Costs $530K annually $200K annually 62% reduction
Response Time 5 minutes Under 15 seconds 95% faster response
Customer Satisfaction Score 65% 91% +26% improvement
Sales Conversions - 15% increase Boosted revenue
Cart Abandonment Rate High 20% reduction Fewer lost sales
Appointment Scheduling Time-consuming 30% faster booking Improved efficiency
Scalability Limited with high scaling cost 3x more inquiries handled with no extra cost Improved Scalability

Team Composition

  • Project Manager: 1
  • AI/ML Engineers: 1
  • Backend Developer: 1
  • Cloud Architects: 1
  • Data Analysts: 1
  • UI/UX Designer: 1
  • Customer Support Specialists: 2
  • QA Engineers: 1

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Client Testimonials

Rhonda Dibachi

CEO - HeyScottie

United States

Working with Aglowid was a game changer for us. We needed a partner who could understand the complexity of our AI automation goals and move quickly from concept to execution. They delivered a robust solution that not only met our requirements but opened doors to new possibilities. Truly professional and highly capable.

Daniel Gonell

Digital Strategy Consultant - New Minds Group

United States

I brought Aglowid's team in to support a major digital transformation project for one of our clients. Their depth in data architecture and front-end engineering helped us accelerate delivery and exceed expectations. They don’t just execute — they think critically and offer valuable insights every step of the way.

Katelyn Gleason

CEO and Founder - Eligible

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What impressed me most was their ability to adapt quickly to the unique demands of the healthcare space. Aglowid helped us refine our platform with performance upgrades and backend improvements — all without disrupting our users. Reliable, detail-oriented, and refreshingly easy to work with.

Robert Sirianni

CEO - Weapon Depot

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We needed a development team that could handle both the scale and complexity of a large eCommerce platform. Aglowid built a secure, fast, and user-friendly experience — both for web and mobile. Their communication was clear, and delivery was consistently on point.

Will Ferrer

Founder/CEO - Tempest House

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Aglowid stepped in as a true development partner. From initial product scoping to post-launch support, they handled full-stack development with precision and care. Whether it was mobile, backend, or AI-based features — they always brought smart solutions to the table.

Antoine de Bausset

CEO - BEESPOKE

France

They are great at what they do. Very easy to communicate with and they came through faster than I hoped. They delivered everything I wanted and more! I will certainly use them again!

Neil Lockwood

CO-FOUNDER - ESR

Australia

Their team of experts jotted down every need of mine and turned them into a high performing web application within no time. Just superb!

Craig Zappa

DIRECTOR - ENA PARAMUS

United States

"I would like to recommend their name to one and all. No doubt" their web app development services cater to all needs.

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