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.
What we built
We built a RAG-powered AI support agent that understands the brand's entire knowledge base and handles customer conversations end-to-end.
- 01
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.
- 02
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.
- 03
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.
- 04
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.
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.
- Auto-Resolution
- 78%
- Response Time
- 14hrs → 2min
- CSAT Score
- 4.6/5
- Annual Savings
- $220K
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