E-commerce
DTC Brand Built AI Support Copilot
Deployed a support copilot for agents to resolve repetitive tickets and draft high-quality responses faster.
Published Aug 2, 2025
Average handling time
-36%
Ticket backlog
-44%
CSAT
+11 pts
Problem
Support agents were repeating policy lookups and response drafting, causing backlog and response inconsistency.
Approach
Built a support copilot with knowledge retrieval, policy prompts, and escalation routes for sensitive issues.
Deliverables
- - Support workflow audit
- - Copilot interface and retrieval layer
- - Escalation playbook
- - Agent training and scorecards
Tools used
- - OpenAI
- - Shopify
- - Gorgias
- - Supabase
Results
Support quality improved while backlog dropped during seasonal peaks.
support
knowledge retrieval
operations