Özgür Amil, Founder and CEO of Assistflow, shared insights on the challenges faced by e-commerce entrepreneurs and the role of AI-powered customer service.
Amil stated the following:
We live in the era of modern e-commerce and the internet. Everyone wants to launch an e-commerce site and believes they can make money from it. Indeed, e-commerce is a fantastic field. It offers flexibility—you don’t necessarily need a physical building or even an office; you can operate from home. However, just as customers can access your website at any moment, your customer service needs to be available 24/7, regardless of how your business is performing. Under current conditions, achieving this is feasible for large corporations but often out of reach for smaller companies. Business finances fluctuate; sometimes you have capital, and sometimes you don’t. You might have to part ways with team members, and hiring new ones involves lengthy, arduous processes like training and onboarding. Therefore, to survive in the commercial market, we need more robust tools and resources.
This is where artificial intelligence comes into play. However, current AI models generally struggle with accurate perception. You might say “A” and have it understood correctly nine times, only for it to be perceived as “B” the tenth time. This creates a margin of error when dealing with critical data such as numbers, dates, credit card details, order tracking, and addresses. Because of this margin of error, you cannot simply deploy it in a live system. You might use it as a toy or to play a prank on a friend, but utilizing it commercially requires implementing certain constraints.
At Assistflow, our solution to this challenge is as follows. When a customer calls your company—and we achieve this by integrating the AI directly with your business number—the system responds within a single second. We previously struggled to get response times below 10 seconds, but now it takes just one second; instead of a generic “Welcome, may I have your name?”, the AI greets the caller by saying, “Hello Mr. Özgür, welcome; how can I help you?” It is an AI system that possesses all relevant information about the customer, including order history and data records.
This offers significant advantages regarding costs and staffing; you no longer need to retrain new hires when an employee leaves. You are essentially replacing a system limited to standard business hours with a multilingual AI call center that operates 24/7. This will not only add value to your business but also serve as a powerful asset in helping you succeed and generate revenue within the e-commerce sector.
About the Wise
