The challenge
What needed to change
An eCommerce brand could not hire fast enough to handle 5,000+ monthly tickets; first-response time was slipping and repeat issues burned agent morale.
Case study
AI Development
AI Customer Support Agent — 80% Ticket Auto-Resolution Rate
An eCommerce company handling 5,000+ support tickets/month needed scale without headcount. We deployed an LLM-powered support agent with product knowledge base RAG, order lookup integration, and escalation rules.
Key metrics
80%
Auto-resolution
5k+
Tickets/month
6 wks
Deployment
Our approach
What we built
We shipped an LLM support agent with RAG over product and policy docs, order lookup integrations, and explicit escalation rules when confidence or sentiment thresholds were hit.
Results
Outcomes in production
Roughly 80% of tickets resolve without human handoff, volume scaled without proportional headcount, and the system went live in six weeks.
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