How Miraggio Scales Support & Elevates CSAT Using Gen AI

Miraggio, a premium fashion brand known for its trendsetting handbags and accessories, has always been at the forefront of adopting cutting-edge technology to enhance customer experience. As an early adopter of AI-powered chatbots, Miraggio implemented LimeChat’s automation to streamline customer interactions. While the chatbot successfully managed inquiries, automation rates remained low, and too many queries were being handed off to agents, leading to slower response times and higher support costs.

To solve this, Miraggio partnered with LimeChat once again—this time to deploy a Gen AI-powered chatbot that could handle complex, free-text queries with human-like accuracy. The results?  Higher automation rates, improvement in CSAT, and a significantly smoother post-purchase experience for customers.

This case study explores how Miraggio leveraged Gen AI to drive efficiency, improve CX, and unlock higher retention.

Challenges

1. Low Automation Rate - Miraggio’s previous AI chatbot had limited automation and struggled to understand complex or free-text queries, leading to high handoff rates to human agents.

2. Handling Free-Text Queries - Customers frequently used unstructured, open-ended language when inquiring about products, such as:

• “I need a handbag that fits a 14-inch laptop.”
• “Is there any coupon for 1st time purchase ”

The previous chatbot lacked contextual understanding, making it difficult to provide relevant recommendations or guide customers effectively.

3. Suboptimal Post-Purchase Support & CX - Customers often asked free-text queries related to post-purchase support, such as:

• “I ordered it in an emergency. What is ETA”
• “Not delivered yet. It’s too late.”

To tackle various post-purchase inquiries, the brand needed to supply additional training data since the previous bot required considerable maintenance to manage new question types effectively.

Solution: LimeChat’s Gen AI

To overcome these challenges, Miraggio collaborated with LimeChat to implement a Gen AI bot with advanced LLM capabilities, enabling it to handle complex customer queries and optimize post-purchase interactions.

Key Features & How They Transformed CX:

1. Accurate Free-Text Query Interpretation

Before: The chatbot struggled to understand queries beyond basic keywords, leading to incorrect responses and frustrated customers.

Now: The Gen AI-powered bot can understand vague, descriptive, and complex customer requests—just like a human sales associate. Customers can now ask things like. The chatbot processes these requests, applies contextual intelligence, and provides spot-on recommendations, making product discovery frictionless and engaging.

2. Hyper-Personalized Product Recommendations

Before: Customers had to manually browse the catalog, leading to drop-offs and lost sales.

Now: The chatbot instantly understands customer preferences based on conversational cues. It suggests tailored product recommendations—just like an in-store assistant.

3. Seamless Post-Purchase Automation

The Gen AI chatbot automates key e-commerce workflows, allowing customers to instantly:

• Track orders (“The bag was a gift for my mother. What is the ETA? I need it before Friday”).
• Request cancellations or modifications (“The bag I ordered will not fit in my office laptop. Can you cancel”).
• Process returns and exchanges without agent intervention.

4. Better Post-Purchase CX with Gen AI-Powered Responses

Before: The chatbot could only answer basic FAQs, failing to respond naturally to free-text queries. Customers felt like they were talking to a robot.

Now: The Gen AI chatbot responds in a human-like, empathetic, and conversational manner, making interactions more engaging and intuitive. Customers can ask support queries in natural language, and the bot interprets intent, provides relevant responses, and proactively suggests next steps without needing manual ticket handling.

5. Flow-Level CSAT Tracking for Smarter Optimization

The chatbot triggers CSAT surveys after key interactions (e.g., post-purchase inquiries, product recommendations, or order cancellations) to collect real-time customer feedback. This enables:

• Pinpointing conversation pain points that need improvement.
• Training the AI model based on real user feedback.
• Enhancing chatbot responses for higher accuracy and engagement.With this data-driven approach, Miraggio can continuously refine its CX strategy, ensuring the bot gets smarter over time.

Results & Impact

After deploying LimeChat’s Gen AI, Miraggio saw game-changing improvements in its customer engagement, automation performance, and cost savings:

Increase in Automation

• 87% improvement in automation rate, significantly reducing the number of queries needing human intervention.
• The true bot resolution increased from 45% to 70%.

Enhanced Customer Satisfaction

• 70% CSAT Score, reflecting positive customer experiences and smoother interactions.

Sales Growth

• 2.5X increase in sales due to AI-powered recommendations and seamless interactions