RetailCo: From 5h to 1.1h Response Time
How a fashion e-commerce transformed its customer service with AI Agents
Project Overview
Industry
Retail / E-commerce
Service
AI Agents + Automation
Implementation
28 days
First Year ROI
+220%
The Challenge
RetailCo, a growing fashion e-commerce, received over 800 daily customer queries about orders, returns, and products. The support team was overwhelmed and average response time was 4-6 hours, leading to customer dissatisfaction and cart abandonment.
800+ daily queries overwhelming the team
4-6 hour response time
Team unable to scale
Dissatisfied customers and cart abandonment
Our Solution
We implemented an AI Agent that automatically handles 70% of queries: order status, return policies, product availability, and personalized recommendations.
Audit
Analysis of 800+ daily queries to identify patterns and automatable flows
Design
Configuration of the AI Agent with customized response flows for each query type
Integration
Connection with the order management system, CRM, and product knowledge base
Launch
Gradual deployment with real-time monitoring and adjustments
Tech Stack
Results
Results were measured during the first 3 months after implementation.
78% ↓
Response time reduction
60% ↑
Team time freed up
95%
Customer satisfaction
+220%
First year ROI
“The AI agent has completely transformed our customer service. We now respond in minutes instead of hours, and the team can focus on complex cases that truly require human empathy.”
Maria Garcia
Director of Operations, RetailCo
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