AI Customer Support
An AI-powered customer support system that handles complex queries while seamlessly escalating to human agents when needed.
What needed to be solved
Customer support team was overwhelmed with 2,000+ tickets daily. Response time averaged 8 hours. Simple questions about orders and returns consumed 70% of agent time.
How we solved it
Built a GPT-4 powered chatbot integrated with their order management system. Trained on 50,000 past tickets. Implemented smart escalation based on sentiment and complexity analysis.
From idea to launch
Research
Analyzed 6 months of support tickets to identify patterns and categorize query types by complexity.
Planning
Designed conversation flows and defined escalation triggers. Planned integration points with existing tools.
Design
Designed chat interface with personality matching the brand. Created agent handoff experience.
Development
Built RAG system with vector database. Integrated with Shopify, Zendesk, and Slack for notifications.
Launch
Phased rollout starting with 20% of traffic. Monitored accuracy and continuously fine-tuned responses.
Tools we used
Impact that matters
Project visuals
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