AI agents
AI support assistant for an e-commerce company
An AI assistant that answers customer questions from the help center and live order data, and hands over to the support team when needed.
AI agents
OpenAIClaudePythonVector searchShopify APIDocker
TechnologyOpenAIClaudePythonVector searchShopify APIDocker
01
The challenge
- Support volume grew faster than the team
- Answers had to come from the company’s own policies, not the model’s imagination
- Order questions needed live data from the shop system
- Customers always had to be able to reach a person
02
What we delivered
- Assistant on the website plus an email integration
- Retrieval over help-center articles, policies and FAQs
- Secure order lookup through the shop’s API
- Handover to the helpdesk with the full conversation attached
- Guardrails: answers cite their source, and refunds or promises always go to a person
- Dashboard with resolved questions, handovers and unanswered topics
03
How we delivered
We started with a two-week pilot on the 20 most common questions, measured against real tickets. The assistant uses OpenAI or Claude with retrieval over the company’s own content, runs in their cloud and logs every conversation for review. It went live for all customers once the pilot met the agreed quality targets.
04
Outcomes
01
Instant answers to routine questions, day and night
02
Support team time freed up for complex cases
03
Every answer traceable to a source
04
Clear insight into what customers actually ask
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