Overview
E-commerce Giant Automates 85% of Customer Tickets with Specialised AI Agents.
Location: India
Introduction: An enterprise-level client with a high-volume customer base required a more efficient, scalable, and responsive customer service solution.
Challenge
The previous support system was overwhelmed by tickets for routine tasks, leading to long response times in hours and creating a bottleneck for handling complex customer escalations.
Solution
We built a sophisticated multi-agent system composed of specialised AI agents. Each agent is dedicated to a specific function: one for order tracking, one for refunds, one for product enquiries, and one to manage complex escalation handling.
Impact: Achieved an incredible 85% autonomous resolution rate for support tickets. This reduced the overall ticket volume by 60% and slashed customer response times from hours to mere seconds.