An AI support chatbot that resolves 70% of tickets automatically
We built an AI-powered support assistant trained on the client’s own help content and order data — deflecting the majority of routine tickets and giving shoppers instant, accurate answers 24/7.
01 The Challenge
The client’s small support team was drowning in repetitive questions — “Where’s my order?”, “What’s your return policy?”, “Do you ship to…?”. Response times were slipping, and hiring more agents wasn’t sustainable.
They wanted automation that felt genuinely helpful, not a frustrating scripted bot that pushes customers away.
02 The Solution
We built a retrieval-augmented AI assistant grounded in the client’s own knowledge base and live order system — so answers are accurate and specific, never made up.
- Trained on their help docs, policies and FAQs
- Securely connected to order status via their store API
- Clean handoff to a human agent when confidence is low
- Embedded on-site and in the help widget, live in days
We tuned it against real historical tickets before launch to make sure it handled the messy, real-world questions customers actually ask.
03 The Results
The assistant now handles the front line of support around the clock:
- 70% of tickets resolved with no human involved
- Average first response time dropped from hours to seconds
- The support team refocused on complex, high-value cases
Customer satisfaction went up, not down — because people get instant, correct answers at any hour.
Tech Stack
It’s like adding a tireless support agent that actually knows our store. Our customers get answers instantly and our team finally has breathing room.
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