Now resolving over 60% of customer chats instantly, the chatbot allows support teams to dedicate more time and care to complex cases.
SmartBuyGlasses has launched its in-house AI chatbot across the majority of its English-speaking domains, marking a significant step forward in the company’s customer support strategy. The chatbot already resolves more than 60% of customer chat interactions without human intervention, quickly and accurately answering routine questions so customers get help without delay. This approach ensures simple queries are handled efficiently, allowing support agents to focus more on complex and personalized cases.
This global rollout reflects SmartBuyGlasses’ broader commitment to scalable, customer-first innovation, and it has already delivered measurable impact:
- Over 60% of customer chats are now resolved without human intervention
- 90% of email tickets now receive a response within 2 hours
- The customer satisfaction (CSAT) score has increased to 8/10, following chatbot improvements
- Due to these positive results, multilingual support is currently being tested for a phased global rollout across all markets.
“Building the chatbot in-house gave us the freedom to design it around our platforms and processes. Our operations involve unique customer journeys and requirements, which make us different from a standard e-commerce business. Having full control allowed us to tailor the experience for both customers and agents in ways that third-party tools couldn’t.”
Rafael Vazquez, Senior Customer Support Team Leader at SmartBuyGlasses
This launch is just the beginning, representing the first phase of a long-term AI support strategy. SmartBuyGlasses continues to invest in AI-powered tools to make customer support faster, more consistent, and easier to scale, all without sacrificing the personal touch that these services require. Multilingual chatbot capabilities are already being tested, and AI-assisted email support is in development.
To learn more about SmartBuyGlasses, visit SmartBuyGlasses.com
Contact Information
Melissa Licari
Digital PR Specialist
SmartBuyGlasses
melissa.licari@smartbuyglasses.com
Digital PR Specialist
SmartBuyGlasses
melissa.licari@smartbuyglasses.com
About SmartBuyGlasses
SmartBuyGlasses is a global leader in designer eyewear e-commerce, operating in over 30 countries across Asia Pacific, Europe and the Americas. With more than 20 years of experience, we offer one of the world’s largest selections of prescription glasses, sunglasses, and contact lenses — all at accessible prices.
Our mission is simple: to help people see clearly and be healthy, no matter their budget. We deliver on this through a vertically integrated global supply chain, optical labs, strong partnerships with top eyewear brands, cutting-edge digital tools, and a dedicated team of in-house opticians — always focused on what matters most: our customers.
