The challenge

Drowning in support tickets across multiple channels, seasonal spikes, international shipping complexity, and constant team training our client found themselves in a perfect storm. Despite solid tools like Gorgias, response times kept climbing.

Our mission

Transform BLANK’s support from fully overwhelmed to fully automated. Instead of adding another chatbot, we created an AI system that could scale along with the company's growth and become the blueprint for its entire brand portfolio.

A solid solution

We began by leveraging the GenAI Launchpad as a starting point because its event-driven architecture supports this type of use case well. This allowed us to quickly build an AI agent tailored to handle the client’s routine support inquiries.

The Launchpad enabled quick development of the core business logic, ensuring the AI agent could integrate with existing systems. By using event-driven patterns, we could efficiently manage the flow of support tickets, escalations, and data retrieval. Additionally, the Launchpad set up the basics for an event-driven architecture, handling event queuing and distribution, which saved us around 1-2 weeks of development time. This meant we could focus more on engineering the business logic and fine-tuning the AI agent instead of spending time on deployment and foundational setup.

We designed the entire solution with high availability and scalability in mind, ensuring that the system could handle increasing volumes of support tickets as the client’s business grows. We also integrated Langfuse in such a way that the client can easily review the steps and prompts the AI agent took and provide feedback for continuous improvement.

To further enhance the AI’s effectiveness, we implemented an evaluation framework to validate new and updated models, ensuring the agent continually improves over time while maintaining high accuracy.

This AI agent doesn’t just mimic BLANK’s brand voice – it embodies their entire support philosophy. Best of all, the solution is designed to scale, laying the groundwork for transforming support across their entire brand portfolio.

Results

Numbers never lie – our AI agent turned BLANK's support operation from overwhelmed to optimized. Response times plummeted while customer satisfaction soared. By handling the routine, it freed their team to tackle the complex – all while eliminating the need for additional hires.

Ready to talk about how data can work for you? We’ll work alongside your team to implement solid solutions that are guaranteed to scale (with) your business.