How Our AI Platform Transformed Customer Experience for a Leading Pet Care Platform

Client Overview

Our client is a leading pet food and grooming platform. They have a vast online pet store with more than 10,000 products, from food and toys to accessories. They combine this e-commerce operation with a complete service ecosystem. This system includes online vet consultations, at-home grooming, and pet training. Their mission is to supply a single, trusted, and accessible solution for every pet parent's needs

The Challenges: High-Volume, High-Variety,
High-Stakes

The client's support team had a unique and complex problem. They managed over 90,000 customer interactions per month. These were not just simple order queries.

They ranged from urgent, high-stakes vet emergencies (like a dog eating chocolate) to routine service bookings (grooming) and e-commerce sales inquiries (like asking about the best food for a puppy).

This high-variety, high-stakes environment created several serious issues:

• Inability to Triage at Scale: Manual routing was too slow and not effective. An urgent health query could be stuck in the same queue as a delivery status request. This created a poor and potentially high-risk customer experience.
• Siloed Knowledge: Agents lacked a single source of truth. A support agent handling a product query could not see the customer's upcoming grooming appointment or past vet history. This led to frustrating transfers, long silences, and a disjointed customer experience.
• Missed Revenue Opportunities: High-intent queries (e.g., a customer just got a new puppy) were not consistently converted. The team lacked the tools to prompt agents with relevant product or service bundles. An example is a Puppy Starter Kit or a Grooming + Vet Checkup package. This resulted in lost revenue.
• Inconsistent Quality Assurance: Manually auditing a sensitive vet consultation for empathy and accuracy is very different from auditing a sales call for product knowledge. The manual QA team could not cover all interaction types. This left massive gaps in performance insight.

Our Intelligent Solution

We changed the client's operations by building a centralized platform that uses AI. This platform was designed for complete knowledge management and interaction analysis.

At the center of this change was our Intelligent Brain. This was an AI agent trained directly on the client's entire knowledge base.

This base included their 10,000-item product catalog, veterinary FAQs, grooming schedules, and service protocols. This allowed the AI to understand the full spectrum of customer needs.

This advanced function allowed us to automate and optimize every aspect of the customer journey:

• Instant, AI-Based Triage & Categorization: The platform instantly analyzes every incoming call or chat for intent. It automatically categorizes the conversation based on client requirement. This could be a 'grooming' appointment, a 'vet checkup' query, or a 'pet supply' enquiry. This made certain that high-priority health calls were routed to licensed vets in seconds. This lowered urgent-case resolution time by 40%. Service and product queries were sent to the appropriate teams.
  
• Unified 'Copilot' for Agents: We equipped all agents with an AI 'Copilot'. This tool gives real-time assistance. The moment a call connects, the agent's screen is populated with the customer's 360-degree history. This history includes past purchases, upcoming appointments, and vet records. This removed information silos and slashed average handling time by 45%.
  
• AI-Based Revenue Generation: The AI Brain actively listens for buying signals. When a customer mentions a new puppy or an anxious dog, the Copilot instantly prompts the agent with relevant, high-conversion cross-sell suggestions. These suggestions could be a New Pet Parent Bundle or Calming Chews + Training Session. This data-based method led to a 2.5X increase in upsell conversions.
• 100% Automated, Contextual Audits: Our platform automated 100% of quality checks, using different, custom-built scorecards for different interaction types. Vet calls were scored for empathy and correct triage, while product calls were scored for accuracy and upselling. Management finally gained complete visibility into team performance.

Conclusion

Our AI-based system changed the client's complex customer support. It went from a siloed, reactive cost center to an intelligent, proactive, and unified experience.

The platform supplied 100% interaction coverage, instant AI-based triage, and real-time agent assistance. It slashed resolution times for urgent cases by 40%. Importantly, it turned their support interactions into a major revenue source, achieving a 2.5X increase in upsell conversions.