The challenge
Support volume tripled during sales. The team of six spent most of its day on the same order-status and returns questions, and response times slipped past 24 hours.
What we built
We built an LLM agent grounded in the brand's help centre and product catalogue (retrieval-augmented generation), connected to the order and returns APIs so it can look up and act, not just answer. Guardrails route refunds above a threshold and angry customers to a person, with a summary attached.
The outcome
The agent now handles routine tickets around the clock, and the human team focuses on complex cases and retention.