An AI agent reads every incoming email and chat, answers order-status, returns and product questions instantly from live store data, and hands the rest to the team neatly triaged and summarized.
Typical results
Under 1 min
median first response, down from 9 hours
24/7
instant answers from live store data
~2/3
of tickets resolved with no human
+2 pts
CSAT once live
Figures reflect typical results for this kind of automation.
The challenge
Support drowned in repetitive questions — mostly "where is my order?". Customers waited hours for answers the system already knew, and the two-person team had no capacity left for cases that genuinely needed care.
Before and after
Median first response time
−99%Tickets needing a human
−62%CSAT score
+2%The automation
We connected the store, shipping carriers and helpdesk to an AI agent. It identifies the customer, pulls their live order and tracking status, and resolves WISMO, return-policy and product questions instantly in the brand's tone. Unresolved cases are categorized, prioritized and summarized before landing in the team queue.
How it works
- 01
Message arrives
Email or chat, day or night — every incoming message is read by the AI agent.
- 02
Customer identified
The agent matches the sender to their live order and tracking data.
- 03
Instant resolution
Order-status, return-policy and product questions get an immediate answer in the brand's tone.
- 04
The rest is triaged
Unresolved cases are categorized, prioritized and summarized before reaching the team queue.
- 05
The team handles what matters
Two people now spend their day on genuinely complex cases — not copy-pasting tracking links.
Starts from
- Email & chat
- Order data
Delivers
- Instant answers
- Tracking updates
- Human handoff
The impact
Median first response dropped from nine hours to under a minute, and only about a third of tickets now need a human. CSAT rose two points, and the team spends its day on genuinely complex cases instead of copy-pasting tracking links.
Questions about this automation
How does the AI agent know where an order is?
It matches the sender's email address, phone number or order number to the store's order records, then pulls the latest carrier tracking status. The reply states the actual stage and the expected delivery date. When no matching order is found, the agent asks one short question to identify the customer before answering.
Which questions does the agent leave to the team?
Anything outside its approved topics, such as damaged goods, payment disputes, complaints or angry messages, goes to the team queue. Each handed-off case arrives with a category, a priority and a short summary of the conversation and the order, so the person picking it up does not need to reread the thread.
Can we control the agent's tone and what it is allowed to say?
Yes. The agent works from a written tone guide, the store's policies and an approved list of topics it may answer. It never invents discounts or policy exceptions, and its replies can be reviewed by the team during the first weeks. This is a multi-step build, usually rolled out in stages.