Customer Service
Automated post-purchase satisfaction surveys
Generate and send personalised post-purchase surveys triggered by delivery confirmation. Analyse responses automatically and flag dissatisfied customers for proactive follow-up.
30–50%
increase in survey response rates
Opportunity assessment
Minor improvement. Small efficiency gain with limited effect on overall turnover or bottom line.
Relatively straightforward. Off-the-shelf tools handle the core task. Implementation is well-understood with good examples to follow.
Light data requirements. Uses straightforward inputs — documents, product descriptions, customer records — that are usually accessible with minimal prep.
Low risk. Limited external exposure. A human reviews output before it reaches anyone outside the team.
Light people impact. A new tool slots into an existing workflow. Minimal training needed. Most people will adapt quickly.
Tooling required
Things to consider
Personalisation increases response rates — a survey that references the specific product purchased and delivery date performs significantly better than a generic template.
The value is in the automated triage of responses, not the survey itself. If negative responses still sit in an inbox for 48 hours, you've lost the recovery opportunity.
Be careful with survey fatigue — don't survey every transaction. Sample intelligently and always survey high-value or first-time customers.
Experiment starter: Set up automated personalised surveys for 200 orders. Compare response rates and satisfaction scores against your current generic survey approach. Track how many dissatisfied customers you identify and recover within 24 hours.
Go deeper in the playbook
Section — Opportunity Identification, including the AI Opportunity Assessment ScorecardSection — The Tooling LandscapeThis is an automation opportunity — see the relevant playbook section for how to approach it.More in Customer Service
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Knowledge base chatbot (FAQ deflection)
Answer common customer questions using a RAG system over the knowledge base. Deflects repeat queries from contact centre. Escalates complex issues to humans.
Customer feedback synthesis
Aggregate and summarise customer reviews, survey responses, and support tickets into themes. Weekly digest for product and commercial teams.
AI Transformation Playbook
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