AI Agent/E-commerce

AI Support Bot That Resolved 78% of Tickets Automatically

78%

Auto-Resolution

14hrs → 2min

Response Time

4.6/5

CSAT Score

$220K

Annual Savings

The Challenge

A fast-growing DTC brand processing 3,000+ orders per day was drowning in support tickets. Their 8-person support team had a 14-hour average response time and a growing backlog of 400+ unresolved tickets. Common questions about order status, returns, and sizing accounted for 80% of volume, but every ticket still required a human touch. Customer satisfaction scores had plummeted to 3.1/5.

Our Solution

We built a RAG-powered AI support agent that understands the brand's entire knowledge base and handles customer conversations end-to-end.

Knowledge Base Ingestion with Pinecone + LangChain

Ingested 2,000+ help articles, return policies, product specs, and past ticket resolutions into Pinecone vector database. LangChain handles chunking, embedding, and semantic retrieval so the bot always pulls the most relevant context.

Conversational AI Agent with GPT-4

Built a multi-turn conversational agent using GPT-4 with custom system prompts tuned to the brand voice. The agent can check order status via Shopify API, initiate returns, update shipping addresses, and apply discount codes — all within the chat.

Escalation Logic & Human Handoff

Designed intelligent escalation rules: if the bot detects frustration, mentions legal issues, or the customer explicitly asks for a human, it seamlessly transfers to a live agent with full conversation context. No dead ends.

Feedback Loop & Continuous Improvement

Every resolved ticket feeds back into the training pipeline. A weekly N8N workflow identifies low-confidence responses and flags them for human review, continuously improving accuracy from 68% to 78% in the first 8 weeks.

Tech Stack

Built With

Delivered in 5 weeks

LangChain

RAG orchestration & agent logic

GPT-4

Conversational AI & reasoning

Pinecone

Vector database for knowledge retrieval

N8N

Feedback loops & workflow automation

Shopify API

Order management integration

Intercom

Chat widget & human handoff

The Outcome

The bot now handles 78% of all tickets without human intervention. Response time dropped from 14 hours to under 2 minutes. CSAT scores climbed from 3.1 to 4.6 out of 5. The support team was reduced from 8 to 3, with remaining agents focusing on VIP and complex cases.

78%