Retail AI Copilot
Deploying intelligent automation to revolutionize customer support
The Challenge
Customer support team overwhelmed with 10,000+ tickets per month
Average response time of 12+ hours causing customer frustration
High support costs with team of 45 agents working around the clock
Inconsistent answers to common questions across different agents
Knowledge base scattered across multiple systems making training difficult
Our Solution
Deployed domain-tuned LLM copilot trained on company knowledge base, documentation, and historical ticket data
Integrated copilot with Zendesk ticketing system for seamless agent workflow
Built RAG (Retrieval Augmented Generation) pipeline to ensure accurate, up-to-date responses
Implemented human-in-the-loop review system for quality control and continuous improvement
Created automated categorization and routing of complex tickets to specialized agents
Established MLOps pipeline for model monitoring, evaluation, and retraining
Measurable Impact
$1.2M/year
Reduced support costs through automation and efficiency
90% Faster
Average response time dropped from 12 hours to 1.2 hours
40% Reduction
Self-service resolution reduced agent workload significantly
4.2 to 4.7
Customer satisfaction improved dramatically with faster, consistent support
"The AI copilot has been transformative. Our agents love it because it handles the routine questions, letting them focus on complex customer issues. Our customers love it because they get instant, accurate answers. It is a true win-win."
Technology Stack
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