Retail

AI Customer Support Assistant

A retrieval-grounded assistant handling order status, product questions and delivery issues.

Client

Sweet House

Duration

8 weeks

Year

2026

Services

2 lines

The challenge

Festive season volume tripled inbound messages across WhatsApp and Instagram. Three agents could not keep response times under an hour.

What we built

We built an assistant grounded in the live order and catalogue database, with confidence thresholds that escalate to a human console, plus full transcript logging for quality review.

Results

63%

Tickets auto-resolved

52 min → 8 sec

First response time

4.6 / 5

CSAT

Unchanged

Peak season headcount

Gallery

01 · Chat widget

02 · Agent console

03 · Knowledge sync

04 · Quality review

Screens are represented abstractly — client interfaces are covered by NDA.

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