Now resolving over 60% of customer chats instantly, the chatbot allows support teams to dedicate more time and care to complex cases.
VisionDirect 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 VisionDirect’s 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 VisionDirect
This launch is just the beginning, representing the first phase of a long-term AI support strategy. VisionDirect 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 VisionDirect, visit VisionDirect.com.au
