Case study: a retail chain cut support response time by 70% with Nova Assistant
Background
The brand runs 800+ stores; most inquiries concern after-sales and membership.
Solution
- Imported 3,000+ FAQ and policy documents
- Web and WeChat channels
- Automatic ticket creation for complex cases
Results
Average response time dropped from 6 minutes to 1.8 minutes with 68% first-contact resolution.
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