tickets resolved by AI
AI customer support agent for a consumer electronics retailer
We built an AI customer support agent for this consumer electronics retailer after its queues doubled during every sale, mostly with repeat order and warranty questions. Grounded in the retailer's own information and backed by human hand-off, it now resolves 46% of tickets without a person.
Illustrative example. Client details are anonymised and representative of the work we do.
- Industry
- Retail
- Services
- AI Customer Support Services + more
- Platforms
- Claude, WhatsApp
- Duration
- 3 months
Where they started
Support queues doubled during sales, and most questions were repetitive order and warranty queries.
The approachWhat we changed
Built a retrieval-grounded AI agent on WhatsApp and web chat with human hand-off and accuracy evaluation.
What other businesses can take from this
Electronics retail has sharp seasonal peaks, and support volume follows sales volume. Most of the extra questions are the same few: where is my order, is this covered by warranty, how do I return it. Hiring for the peak is expensive and training temporary staff takes longer than the sale lasts, so queues grow and response times slip.
What other teams can take from this is the order of work. Ground the agent in real order and warranty information rather than letting it guess, give it a clear route to a human, and keep checking its answers for accuracy after launch. Customers rated post-chat support 4.6 out of 5, which suggests speed and a reliable hand-off matter more to them than whether a person answered first.
The same approach makes sense anywhere a handful of repetitive questions make up most of the queue.
What moved
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