The company had been experiencing rapid growth in its user base, both domestically and internationally. However, this growth came with a myriad of challenges when looked upon their eCommerce solutions:

• Scalability Issues: As its user base expanded, the company struggled to efficiently manage customer support requests, resulting in longer response times and customer dissatisfaction.
• 24/7 Support Demand: The global reach of the EdTech giant meant that support requests poured in round the clock. They needed a solution to cater to the diverse time zones of their users effectively.
• Human Resource Constraints: Hiring and training support agents at the same pace as their user growth was not feasible, and the company needed to optimize its existing human resources.
• Inconsistent Support Quality: The quality of customer support varied depending on the agent handling the query, leading to inconsistency in user experience.