SIRCLO: Dialogflow-based chat agent to answer ecommerce questions and boost sales (Contact Center AI)
SIRCLO is an Indonesian ecommerce platform and software provider that launched SIRCLO Chat to help sellers answer customer questions quickly inside messaging apps. The customer story says SIRCLO uses Dialogflow Enterprise Edition, part of Contact Center AI, to understand varied customer questions and route the right response, and uses Pub/Sub to manage message flow so support can scale.
Reported outcomes
−50%
timeTime & speed
Strategic outcomes
Catalog median for time & speed deployments: −60% across 727 reported metrics. Compare benchmarks →
Primary read
Use case focus
Showing 3 of 3
- 1Conversational AI
- 2Customer Service Automation
- 3Ecommerce Support
- Provide fast, accurate responses to customer product questions inside messaging apps.
- Replace serialized support queues and improve customer experience while increasing sales.
- Deployed Dialogflow Enterprise Edition as the NLU layer for SIRCLO Chat.
- Used Contact Center AI capabilities and Pub/Sub message flow to receive more messages and reply promptly.
- Moved the platform to Google Cloud with GKE, BigQuery, and Cloud Logging supporting the environment.
- The article says the approach led to more sales because customers received replies more promptly.
- Google Cloud results also mention faster queuing, reduced downtime, and 50% lower instance costs, but the AI-specific impact is mostly qualitative.
Architecture
SIRCLO Chat uses Dialogflow Enterprise Edition within Contact Center AI for natural-language understanding of ecommerce questions, and Pub/Sub to queue messages so customer inquiries can be handled faster and at scale. The broader platform runs on Google Kubernetes Engine with supporting Google Cloud services such as BigQuery and Cloud Logging.
Sources & evidence1
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