E-commerceIllustrative case
AI customer support for an online store
An agent on WhatsApp and web that handles order, exchange and return questions connected to the store, and hands complex cases to a human.
The problem
The support team spent most of the day on the same questions: where is my order, how do I exchange it, when will I get my refund. In peak season response times went from hours to days.
The solution
An agent connected to the store and the ticketing tool. It checks the real order status, handles address changes and returns following the store’s policy and, when it detects a sensitive case or an upset customer, creates a ticket with full context so a person can resolve it.
The result
The team stops answering repetitive questions and focuses on the cases that truly need a person. Customers get an answer instantly, at any hour.
Illustrative case: it shows the type of project we build. Figures are typical targets, not results from a specific client.