Runnus AI – Automating Customer Engagement & Reducing Staffing Costs

Runnus partnered with a leading e-commerce group to deploy an AI-driven engagement platform capable of handling thousands of customer queries instantly across WhatsApp, web chat, and email. The goal was to reduce reliance on large support teams while improving response times and customer satisfaction.

Project Overview

Our client’s customer service department was managing high chat and email volumes, leading to delays and increased staffing costs. We implemented Runnus AI to automate 80% of repetitive interactions, qualify sales leads, and route complex cases to the right team members in real time.

The Solution

We deployed an AI automation layer integrated with the client’s CRM, helpdesk, and messaging channels. Key features included:

• Multi-language conversational AI trained for product and order inquiries
• Automated lead qualification and instant order status updates
• Smart routing of complex issues to relevant departments
• Integration with WhatsApp, email, and live chat widgets
• 24/7 operation without requiring additional staff shifts

Technologies Used

• Node.js & Python – For backend AI processing and integrations
• Dialogflow & Rasa – NLP engines for multi-language conversational AI
• PostgreSQL & MongoDB – For structured and unstructured data storage
• Django – Python framework for secure and scalable APIs
• Twilio API – For WhatsApp, SMS, and voice communication
• AWS Lambda & S3 – For serverless execution and file storage

Key Benefits

• Reduced Support Costs by 45%AI replaced repetitive tasks previously handled by multiple agents.
• Instant Response TimesCustomers get answers in seconds, boosting satisfaction and loyalty.
• Scalable Without HiringCan handle seasonal spikes without recruiting or training staff.
• Integrated WorkflowsSeamless connection with CRM and sales pipelines for better tracking.