AI-Powered Customer Support Agent
The client's support team was overwhelmed with repetitive queries regarding order status, shipping delays, and return policies. Human agents were spending 80% of their time copy-pasting answers from internal knowledge bases, leading to high employee burnout and a staggering 24-hour average response time during peak holiday seasons.
Project Solution
We designed and deployed a secure Retrieval-Augmented Generation (RAG) pipeline that connected OpenAI's advanced language models directly to the client's internal inventory systems, CRM, and policy databases.
The AI agent was given read-only access to order tracking endpoints, allowing it to instantly fetch real-time shipping data and synthesize personalized, human-like responses for customers. For complex issues, the system smoothly hands over the conversation to a human agent, along with a summarized context of the user's intent.
Client & Scope
Working alongside Global Retail Inc. in the E-Commerce industry, we built a modern software architecture tailored to their operational challenges.