Clothing boutique interior with racks of apparel

Retail

Support copilot for a multi-channel retailer

18h → 20m
first response
60,000
tickets a month
4.7 / 5
customer rating after rollout

Problem

A retailer with 60,000 monthly support tickets across chat, email and social had an 18-hour first-response time and agents spending most of the day locating order and policy context.

Approach

  1. 01Retrieval-grounded copilot over order history, returns policy and past resolved tickets
  2. 02Agent-assist workflow that drafts a reply for human approval, with citations
  3. 03Escalation routing the moment confidence or sentiment drops below threshold

Outcome

First-response time under 20 minutes across all channels. Agents moved from triage to relationship recovery.

(Illustrative case; replace with a real engagement.)

Built with

  • Python
  • LangChain
  • Azure OpenAI
  • Zendesk API
  • PostgreSQL

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