E-commerce Retailer

The Challenge

During holiday spikes, the support ticket volume tripled. 60% of tickets were simple questions like 'Where is my order?' or 'What is your return policy?'. The team was burning out, and CSAT scores were dropping due to slow response times.

The Solution

We trained a custom AI agent on their knowledge base and integrated it with Shopify and Zendesk. The agent can autonomously look up order details, process returns within policy limits, and answer FAQs. Complex emotional or edge-case tickets are instantly routed to senior human agents.

Transformation