CASE 01 · RETAIL · AI & MACHINE LEARNING
AI customer service automation for a global retailer
THE CHALLENGE
The retailer's support organization was drowning: 10,000+ daily inquiries across email, chat and social, seasonal spikes that broke staffing models, and response times measured in hours. Customers churned while tickets queued.
THE SOLUTION
We built a fleet of intelligent agents that understand intent, pull order and account context, and answer in the brand's voice across every channel. Hard cases escalate to humans with full conversation context attached — no repeating, no dead ends.
How we did it
Intent discovery
Mined a year of tickets to map the 40 intents covering 95% of volume.
Agent build
NLP agents with retrieval over policies, orders and inventory — evaluated against human baselines.
Escalation design
Confidence-based handoff that routes edge cases to agents with full context.
Scale-out
Channel-by-channel rollout with live evals, guardrails and weekly tuning.
STACK WE USED
“Response times went from hours to seconds — and CSAT went up, not down. The escalation design is what sold our support leads.”
VP Customer Experience
Global retail client
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