E-commerce
Support volume tripled. Headcount didn't.
European fashion e-commerce brand
0%
First-year ROI
0h
Hours saved / month
0
Automations live
The challenge
Ticket volume tripled every campaign season while reply times stretched past 24 hours. Hiring temporary agents for each peak burned budget, and quality dropped exactly when the brand could least afford it.
“Black Friday tripled our tickets and our response time got faster. That has never happened before.”
What we built
- 1
Trained a support AI on the brand's policies, catalog and tone of voice, in English and German
- 2
Connected it to the helpdesk, order system and WhatsApp Business, with full-context human escalation
- 3
Launched behind a two-week human-review gate, then went autonomous as accuracy data came in