The challenge
Seasonal peaks overwhelmed the retailer’s service team, and most contacts were simple: where is my order, how do I return this, can I change my size. Customers waited, carts were abandoned, and the team had no time for higher-value work.
What we did
- We connected agents to the order management, payments and carrier systems so they could act, not just answer.
- A shopping assistant guides discovery and sizing on web and messaging channels.
- Business rules for refunds and exchanges are enforced by the stack’s permission layer.
- A new AI-native service console gives human agents full conversation context and suggested actions.
The outcome
Three in four order queries are now resolved instantly, assisted shoppers convert at a higher rate, and the service team handled peak season without temporary hires.
