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AI AutomationCustomer SupportLLM Integration
AI Customer Support Automation
Client: E-commerce StartupIndustry: Retail / E-commerceTimeline: 6 weeks
48h → 2min
Response Time
-70%
Ticket Volume
4.8/5
CSAT Score
The Challenge
Support team overwhelmed with repetitive inquiries, 48-hour average response time.
- —Growing e-commerce brand receiving 500+ support tickets daily
- —80% of tickets were repetitive questions about shipping, returns, and order status
- —Support team of 5 couldn't keep up, leading to 48-hour response times
- —Customer satisfaction scores dropping, affecting retention
Our Solution
Built an AI-powered support assistant that handles 70% of inquiries automatically.
Approach
- 01Analyzed 6 months of support tickets to identify common patterns
- 02Built a custom AI assistant trained on company policies and product data
- 03Integrated with existing helpdesk (Zendesk) and e-commerce platform (Shopify)
- 04Implemented smart escalation for complex issues requiring human touch
Technologies Used
OpenAI GPT-4LangChainZendesk APIShopify API
“The AI assistant has been a game-changer. Our customers get instant answers, and our team can focus on complex issues that actually need human attention. Best investment we've made.”
Sarah Chen
Head of Operations, E-commerce Startup
What's Next
The project continues to evolve. Here's what we're working on next:
- →Expanding AI to handle order modifications
- →Adding proactive outreach for delivery updates
- →Building analytics dashboard for support insights