musicMagpie is an eCommerce business trading in refurbished consumer tech and physical media such as DVDs, CDs, games and books. The business worked with Route 101 to implement AI Automation within the contact centre.
The contact centre team handle nearly 1 million contacts per year across email, phone, and web chat, however email is the primary contact for Amazon and eBay sales.
With the strong foundation of the Zendesk platform, the business began exploring ways to leverage AI to take the next step towards even greater operational efficiency and fully automate the simple, transactional tickets
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