03 / 03
Support answers before the customer refreshes
Response time from 6 hours to under 5 minutes.
- Sector
- E-commerce Brand
- Scope
- RAG support agent
- Stack
- OpenAI / Pinecone / Make
- Timeline
- 3 weeks
1600 x 1200
E-COMMERCEFirst response time
6h to 5 minReported by the client after handoff. No public artifact yet.Problem
A small support team answered the same catalog, shipping and returns questions all day. Average first response sat around six hours, and overnight tickets waited until morning.
Approach
We indexed the product catalog, policies and past tickets into a RAG knowledge base and put a support agent in front of it. It answers what it knows with sources and escalates the rest with context attached.
Outcome
First response time fell from 6 hours to under 5 minutes. The queue the team wakes up to is now the hard cases only.
Reported by the client after handoff. No public artifact yet.Same bottleneck in your business?