E-Commerce Support Bot: 40% Fewer Tickets

The Challenge

A home decor e-commerce shop had three support reps handling 200+ tickets per week. Roughly 60% were variations of the same questions: shipping times, return policies, product dimensions, care instructions. The team spent their days copy-pasting from a knowledge base while complex issues (damaged items, special orders) sat in the queue. Response times stretched to 8-12 hours during busy periods.

The Solution

We built an AI chatbot trained on their existing FAQ documents and past ticket responses. When a customer asks a question on the website, the bot instantly searches the knowledge base and responds in natural language. If it's confident in the answer (verified against their docs), it responds immediately. If the question is ambiguous or requires human judgment, it routes to the support team with context.

The Results

• Support ticket volume dropped 40% in first month
• Average response time fell from 8 hours to 90 minutes
• Customer satisfaction scores up 18%
• Reps now handle only complex issues that actually need human judgment