E-commerce
AI Customer Support Assistant
A retrieval-augmented AI assistant that resolves tier-1 support tickets automatically for a growing e-commerce brand.
The challenge
Support volume was outpacing the client's small support team, with most tickets being repetitive order-status and policy questions.
Our solution
We implemented a RAG pipeline over the client's help-centre content and order data, deployed as a chat widget with human hand-off for complex cases.
Results
- 61% of tickets resolved without human involvement
- Average first-response time cut from hours to seconds
- Support team refocused on high-value escalations
Technology stack
Python
FastAPI
Anthropic API
PostgreSQL + pgvector