In today’s digital-first world, customer support plays a pivotal role in shaping brand reputation and customer loyalty. One of Infiniyaa’s clients, a leading global e-commerce company, was struggling with delayed responses, inconsistent query resolutions, and increasing operational costs due to high dependency on manual customer support agents. To overcome these challenges, Infiniyaa — a child company of Krazio Cloud — introduced an advanced Generative AI chatbot solution integrated seamlessly with Odoo.
The Challenge
The client’s customer support team was managing thousands of queries daily across multiple platforms — from email to live chat to social media. Average response times exceeded 12 hours, resulting in poor user experience and negative customer feedback. Scaling the human support team was not financially sustainable, especially during peak sales seasons. The company needed an intelligent, automated solution that could handle diverse queries instantly while maintaining a personalized customer experience.
The Solution
Infiniyaa’s team implemented an AI-powered customer support chatbot built using generative AI models and integrated directly with Odoo CRM, Helpdesk, and Knowledge Base. The chatbot was trained on the company’s product data, FAQs, and historical support interactions to provide accurate, context-aware responses.
Key features of the implemented system included:
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24/7 AI-driven customer interaction through website and mobile platforms
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Multilingual support for users across regions including India, the UAE, and the USA
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Smart escalation workflow, where complex issues were routed to human agents automatically
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Sentiment analysis and feedback capture, improving service insights
Implementation Process
The integration process began with data structuring and training of the generative model using existing Odoo knowledge modules. Infiniyaa deployed the chatbot in phases — starting with the company’s e-commerce website, followed by social media integration. The AI chatbot was configured to learn continuously from every conversation, improving accuracy and tone over time.
Infiniyaa’s expert developers ensured real-time data synchronization between the chatbot and the Odoo backend, allowing agents to monitor interactions, analyze performance, and optimize knowledge content effortlessly.
The Results
Within three months of deployment, the impact was significant and measurable.
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Response time reduced by 70%, ensuring customers received instant answers to common queries.
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Customer satisfaction improved by 55%, reflected through better feedback and reduced complaint ratios.
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Operational costs dropped by 45%, as the dependency on large human support teams decreased.
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Agent productivity increased by 35%, allowing staff to focus on complex problem-solving and sales-related communication.
Additionally, the AI chatbot’s integration with Odoo Helpdesk analytics offered deeper insights into user behavior, helping management forecast customer needs and trends proactively.
Conclusion
The collaboration between Infiniyaa and the global e-commerce client marked a turning point in how businesses approach customer support. By integrating Generative AI chatbots with Odoo, the company achieved a perfect balance between automation and personalization — leading to faster responses, lower costs, and happier customers.
Infiniyaa continues to lead the way in AI-driven enterprise automation, empowering businesses to transform their operations, enhance user experience, and scale effortlessly with intelligent Odoo-powered solutions.
