E-commerce & Retail
A leading e-commerce brand in Southeast Asia
Background
A fast-growing e-commerce brand sells across Indonesia, Malaysia, and Singapore, handling thousands of daily inquiries on WhatsApp and LINE in three languages.
The challenge
Support volume tripled in a year, but headcount could not keep up. Inquiries piled up overnight, first-response times stretched past six hours, and customers abandoned carts while waiting for answers about sizing, shipping, and returns.
The solution
The brand deployed PAI Workstation as its operations hub: a unified inbox across WhatsApp and LINE, AI copilot seats handling sizing and shipping FAQs in Indonesian, Malay, and English, real-time translation for the bilingual support team, and automation flows for order-status updates and returns intake.
Results
First-response time dropped from six hours to under three minutes; 78% of inquiries were resolved by AI seats without human involvement; and the brand ran broadcast campaigns for two seasonal sales with a 19% purchase conversion rate on engaged customers.
E-commerce & Retail
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