AI Support Agent: 73% Ticket Resolution Without Humans
An e-commerce platform handling 2,000+ support tickets per day was drowning in costs. We deployed an AI support agent that resolved 73% of tickets autonomously.
73%
Autonomous resolution
no human needed
<2min
Average response
down from 4 hours
92%
Customer satisfaction
up from 78%
$31K
Monthly savings
in support costs
The Problem
The client had a 15-person support team handling order inquiries, returns, product questions, and technical issues. Average response time was 4 hours, CSAT was declining, and support costs were $45K/month.
What We Built
We built a multi-capability AI Support Agent powered by a RAG knowledge base built on the client's product catalog, return policies, FAQ database, and 2 years of ticket history. The agent handled order lookups, return initiation, product recommendations, and troubleshooting. Complex issues were seamlessly escalated to human agents with full context.
Our customers actually prefer the AI agent. It's instant, accurate, and available at 3am on a Sunday.
Head of Customer Experience, E-commerce Platform
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