The challenge
Seasonal peaks tripled ticket volume, and most requests were order status, returns and stock questions the team answered by hand. First response times stretched to hours and customer satisfaction fell every holiday season.
Our approach
Ticket analysis
We classified 12 months of tickets to find the intents that were frequent, repetitive and safe to automate.
Grounded agent
The agent reads live order, shipping and inventory data, and answers only from approved policies.
Human hand-off
Refund exceptions and complaints route to agents with the full conversation and order history attached.
Technology
Node.js, Postgres, OpenAI, Shopify, Zendesk.
