60% Support Ticket Reduction with Custom AI Assistant

The Challenge

A mid-sized e-commerce brand was spending 40+ hours per week on repetitive customer support tickets — order status, return policies, product questions.

The Solution

We built a RAG (Retrieval-Augmented Generation) powered AI assistant trained on their product catalog, FAQ documentation, and historical support ticket resolutions.

The system integrates directly with their helpdesk via API, handling Tier 1 inquiries autonomously and escalating complex cases to human agents with full context.

The Results

• 60% reduction in total support ticket volume within 30 days
• Less than 2 second average response time vs. 4-hour human average
• $8,400/month in labor cost savings
• Support team refocused on complex, high-value customer interactions

Tech Stack

Python · LangChain · OpenAI GPT-4o · Pinecone · FastAPI

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