01 · The challenge
What was holding the business back
A growing online retailer was overwhelmed by repetitive tickets about order status, returns and product questions, with response times stretching to days during peaks.
- Ticket backlog during sales peaks
- Repetitive questions consuming agent time
- Inconsistent answers on returns policy
02 · Our solution
How we solved it
We built an AI support agent connected to the store, the helpdesk and the shipping provider. It understands the request, takes action through secure tools, such as checking an order or creating a return label, and replies in the brand's tone.
Refunds above a threshold and unusual cases go to a human with a ready-made summary, so the team only handles the conversations that need them.
03 · What we built
Key capabilities
Order & shipping lookups
Real-time status from the store and carrier APIs.
Policy-aware returns
Creates returns and labels within the rules, with approvals for exceptions.
Product advice
Answers sizing and product questions grounded in the catalog.
Smart escalation
Hands off to humans with a full summary and suggested reply.
04 · The outcome
What changed for the client
- Routine tickets resolved instantly, around the clock
- Support team focused on complex, high-value cases
- Consistent answers aligned with policy
