AI Support Agent for a DTC Retailer
Deployed an AI agent trained on order data and policy docs that resolves 65% of tickets with zero human touch, live 24/7 across email and chat.
Start a similar projectThe challenge
Support volume was growing faster than the team. Most of the inbox was the same handful of questions: where is my order, how do I return this, is it back in stock. Agents spent their day copying tracking details out of the order system, so customers waited for a first reply and the harder problems queued up behind the easy ones.
What we built
We built an AI support agent that answers from the retailer's own policy documents and reads live order data, instead of guessing. It handles routine questions from start to finish across email and chat, around the clock.
Anything sensitive or unclear goes to a person with the conversation summarised, so customers never have to repeat themselves.
What we delivered
- An agent grounded in the retailer's policies, with the source shown for each answer
- Live order lookups, so status questions are answered from the system
- Clear rules for when to hand over to a person, with the conversation summarised
- Integration with the existing Zendesk help desk
- A weekly review of real conversations to keep improving answers
The outcome
About two thirds of tickets are now resolved without a person touching them, and customers get a first response in under two minutes at any hour.
The support team spends its time on what needs judgement: exceptions, complaints and the customers worth a personal reply.
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