Automating customer support for a growing retailer
Reduce response times and support headcount pressure during peak sales seasons.
Industry
Retail & E-Commerce
Business Size
Growing DTC retailer, ~40 employees with seasonal spikes
Duration
10 weeks
Services Involved
AI & Automation
Technology
AI Agents, Customer Support AI, CRM Automation
Team Size
4 — strategist, engineer, AI specialist, QA
Support tickets multiplied during sales events, and hiring seasonal staff couldn't keep pace — leading to slow responses during the retailer's highest-value moments.
We assumed most tickets required judgment calls. In reality, roughly 80% were repeat questions — order status, returns, sizing — answerable from data they already had.
Rather than a generic chatbot, we built an AI agent trained specifically on their order and product data, escalating only genuinely ambiguous cases to a human.
We designed a support flow that felt like a knowledgeable team member, not a script, with a clear, fast handoff to a human whenever confidence was low.
Integrated directly with their existing CRM and order management system, with monitoring in place to catch and correct low-confidence answers early.
80% of routine tickets resolved without human intervention.
80% of routine tickets resolved without human intervention
Average response time dropped from hours to seconds
Support team refocused on complex, high-value cases
“We found that offering visible escalation to a human early, rather than as a last resort, made customers trust the automation more, not less.”