E-commerce · Nordic homeware brand
An AI support agent that clears 70% of tickets before a human sees them
A direct-to-consumer homeware brand shipping across Europe, with a support team of three fielding everything from order tracking to returns.
- tickets resolved automatically
- 0%tickets resolved automatically
- average response time
- −0%average response time
- median reply time, 24/7
- 0 minmedian reply time, 24/7
- weekend overtime shifts since launch
- 0weekend overtime shifts since launch
The challenge
Ticket volume grew fourfold in two years while the support team stayed the same size. Reply times crept past 14 hours, review scores slipped, and every holiday season meant weekend overtime and a two-week backlog nobody enjoyed.
What we built
- We built a custom AI agent with read-only access to the order database and shipping APIs, so it answers 'where is my order?' with the real tracking number instead of a canned paragraph.
- The agent was trained on two years of resolved tickets and the brand's own policy docs, with firm guardrails: refunds and complaints always go to a person, with the full conversation and a suggested resolution already attached.
- Before it touched a single real customer, it had to get through an evaluation suite of 400 past tickets and match or beat the human answers on accuracy and tone.
- Everything lives inside their existing Zendesk, so the team kept its tools and simply stopped seeing the repetitive 70%.
In their words
Video testimonial coming soon
“The agent takes the flood, and my team finally does the work that actually needs a person. Customers noticed how much faster we got within a week.”
Services used
Ready to see where AI fits in your business?
Book a free 30-minute automation audit. No jargon, no obligation, just a clear map of what's possible for your business.