Challenge

The BLANK customer service team handles numerous tickets from various channels, including email and social media. Seasonal sales fluctuations, international shipping complexities, and onboarding new support agents add layers of complexity. Despite using Gorgias as their ticketing system, the team struggled to respond to tickets in a timely manner, impacting customer satisfaction. BLANK sought to automate repetitive support tasks and improve response times. They envisioned a scalable AI-driven solution to handle routine inquiries autonomously, with the goal of creating a reliable AI-assisted workforce that could serve as a model for other brands under their umbrella.

Solution

We jointly created an AI agent to handle BLANK’s customer service requests. The AI agent is specifically designed to make the lives of e-commerce entrepreneurs easier by enabling quick and efficient setup of automated responses. Key solution features included:

• Automating common inquiries via email, including detailed escalation logic, freeing up agents to focus on complex tasks.
• Integration with Shopify and ParcelPanel to streamline order data access and ensure seamless communication.
• Built-in flexibility allowed the agent to incorporate BLANK’s brand tone and specific support guidelines, maintaining a consistent customer experience.
• The custom agent is designed as a scalable solution adaptable to other e-commerce brands, allowing rapid deployment and automation across similar business models.

Results

The AI agent now autonomously handles a high volume of customer inquiries, significantly reducing response times and enabling BLANK’s support team to focus on complex issues. Key outcomes include:

• Automated handling of routine inquiries led to faster response times and improved customer satisfaction.
• By automating repetitive tasks, BLANK reduced the need for additional customer support hires.