Support Response Time: 4 Hours to Under 5 Minutes

Challenge

The 3-person support team was handling 200+ daily enquiries, mostly repetitive questions about order status, delivery timelines, and return policies. Response times averaged 4 hours during peak periods. Customer satisfaction scores were declining, and the team was stretched with zero capacity for complex cases.

Solution

We deployed an AI-powered first-response system that intercepts all incoming customer messages, classifies intent, retrieves order context from the database, and drafts personalised replies. Simple queries — order status, delivery info, standard policy questions — are resolved and sent automatically. Complex cases are escalated to the human team with full context and a recommended action.

Implementation

Integrated the AI layer with the client's existing email and WhatsApp inbox via API. Connected to the order management system for real-time context retrieval. Built an intent classifier trained on 6 months of historical enquiries. Created a human review queue for edge cases. Set up a CRM logging flow so every interaction is recorded. Delivered a performance dashboard showing AI handling rate, response time, and escalation patterns.