As GIVA's customer base grew exponentially, their support team struggled to maintain the premium service quality they were known for. Despite having a large dedicated support team, they faced critical operational challenges:

• High operational costs: Supporting complex workflows across orders, returns, warranties, payments, and delivery required a large team that grew proportionally with customer demand.
• Slow response and resolution times: Average Handle Time (AHT) was high due to manual lookups across multiple systems and demand fluctuations.
• Limited language coverage: Many customers preferred Hindi support, but staffing bilingual agents was challenging and expensive.
• Scaling bottleneck: Each new product line and channel expansion required hiring and training more agents, creating an unsustainable growth model.

GIVA partnered with HoomanLabs to build an AI-powered voice support system that could handle the complexity of jewellery e-commerce while maintaining their signature service quality. The solution featured:

• Deep system integration: Voice agents fully integrated with order management (Shopify), delivery tracking (Shiprocket), returns and warranty management (Unicommerce & internal tools), communication (Exotel & Whatsapp), and ticketing (Freshdesk) systems, enabling real-time data access and action-taking.
• 20+ automated actions: Unlike basic chatbots, agents could process returns, initiate refunds, track deliveries, verify warranties, cancel orders, create support tickets, process exchanges, and more, handling complete workflows end-to-end.
• Bilingual voice support: Natural conversations in both English and Hindi, with context-aware language switching based on customer preference.
• Multi-agent framework: Sophisticated architecture with redundancy mechanisms, intelligent routing, and seamless human handoff for complex cases, ensuring reliability and consistent quality.
• Complete transparency: Full access to conversation logs, real-time monitoring dashboards, and straightforward pricing with no hidden costs.

Beyond inbound support, GIVA also deployed outbound voice campaigns for post-purchase feedback collection and festive promotions, driving both customer insights and direct revenue impact.

The results were transformative:

• 70% query automation: Voice agents successfully automated two-thirds of all inbound support queries end-to-end, handling everything from simple tracking inquiries to complex return and warranty workflows without human intervention.
• 90%+ CSAT maintained: Customer satisfaction scores for AI-handled interactions matched those of human agents at 90%+, with customers particularly appreciating instant response times, 24/7 availability, and bilingual support options.
• 50% cost reduction: Automating 70% of queries eliminated the need for proportional team expansion, resulting in 50% reduction in support costs despite continued volume growth.
• Zero missed calls with elastic scaling: The voice agent seamlessly handles demand spikes without any cost impact, scaling from 1,000 calls on regular days to 2,500-3,000 calls during festive peaks. This eliminated the impossible choice between temporary team expansion (impractical for short peaks) or accepting high missed call rates during crucial revenue periods.