AI Customer Support Agent
Tier-1 tickets answered in minutes; humans keep the hard cases.
Built an AI agent handling tier-1 support with CRM integration. First-response time dropped to under 5 minutes for 60% of tickets.
<5 min response time
The problem
Support tickets grew 3x but headcount stayed flat. Response times exceeded 24 hours.
The same FAQs clogged the queue while complex refund and shipping exceptions waited. Hiring was not approved. A chatbot demo had failed earlier because it could not read order status from the shop stack.
What we delivered
Built an AI agent grounded on approved help content and live order/CRM context, with clear escalation to humans when confidence or policy required it.
How we approached it
- ✓Grounded answers on approved help center content — not open-web guessing
- ✓Connected order and CRM status so replies reference real data
- ✓Defined escalation rules for refunds, chargebacks, and angry customers
- ✓Measured first-response and deflection with weekly tuning
Outcomes
- ✓First response under 5 minutes for ~60% of tickets
- ✓Human agents focused on exceptions and VIP accounts
- ✓Consistent answers aligned to policy
- ✓Leadership finally had deflection metrics, not anecdotes
Related services
Similar work usually starts from one of these service lines.
Questions buyers ask about this project
Will the AI invent policies?
We constrain it to approved content and tool results. When it cannot answer safely, it escalates. Hallucinated refunds are a design failure, not an inevitable AI trait.
Do you build AI agents for Australian businesses remotely?
Yes. Delivery is remote-first with timezone-friendly standups. This ecommerce agent was built for an Australian team the same way.
More outcomes
