24/7 Support AI Agent for Retail Chain
A retail chain's support inbox averaged a six-hour first response, and renewals were being lost over it.
1s First Response72% Fully Deflected24/7 Coverage
THE BOTTLENECK
What was breaking
- ✕The same twenty questions made up most of the inbox, yet each one was answered from scratch.
- ✕Evenings and weekends had no coverage at all, so Monday began with a backlog.
- ✕Escalation was ad hoc, and genuinely urgent issues queued behind routine ones.
THE ARCHITECTURE
What we built
- ✓A retrieval-grounded agent answers from the live policy and product corpus, citing the clause it used.
- ✓Retrieval is scoped by customer entitlement, so the agent cannot answer outside what applies to that account.
- ✓Billing disputes, cancellation intent and anything legally sensitive escalate immediately by rule, not sentiment.
inventory.command-center
SYNCED
system dashboard screenshot
STACK:PythonRAGRedis
BUSINESS IMPACT
The Numbers, 6 Months After Launch
~1sfirst response
72%fully deflected
+18%CSAT
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