Case study · eCommerce
Automated customer support for an e-commerce leader
An AI support agent resolves most tickets without a human, cutting first response from hours to seconds.
- Client
- Multi-brand online retailer
- Industry
- eCommerce
- Timeline
- 6 weeks
- Services
- AI Workflow Automation
The challenge
A support team of nine was handling 20,000 tickets a month, most of them order status, returns, and sizing questions. First response averaged eleven hours and the backlog spiked after every campaign.
What we did
- 01
Mapped the ticket mix and found that four intents covered most of the volume.
- 02
Built an AI agent connected to the order system, returns portal, and helpdesk, with answers grounded in live order data.
- 03
Added confidence thresholds and a one-click handoff so anything unusual reached a person with full context.
- 04
Rolled out by intent over three weeks, measuring resolution and customer satisfaction at each step.
“Our AI agent now closes most support tickets before a human sees them, and the team finally has time for the hard ones.”
Multi-brand online retailer
Have a similar problem?
We will tell you on the first call whether the same approach fits, and what it would return.