Intelligent Customer Service Automation
Powering context-aware customer support with database validation.
The Client's Problem
A high-growth e-commerce retailer was overwhelmed by customer support tickets. Agents spent hours manually looking up order shipment statuses, payment details, and returns policies across Shopify, DHL APIs, and internal inventory databases to answer repetitive queries. Average resolution times exceeded 16 hours, causing customer dissatisfaction and cart abandonment.
Our Engineered Solution
We built an intelligent customer support agentic copilot. It integrates with Zendesk, Shopify, and logistics APIs to query order data using natural language, run policy checks, and draft ready-to-send responses for support agents.
How We Did It
Ticket Audit & Flow Classification
We reviewed over 10,000 historical support logs to categorize repetitive workflows (e.g., refund policies, tracking status, shipping delays) and establish system rules.
Shopify & Logistics API Gateways
We engineered secure, read-only API links connecting to Shopify databases and DHL shipping APIs, allowing the agentic engine to check real-time order records using natural language queries.
Zendesk Copilot Integration
We deployed a custom Zendesk sidebar widget that presents agents with context-aware draft responses. Agents can audit, edit, and send drafts in one click, tracking token usage and cost metrics in real time.
Operational Impact
The average customer ticket resolution time decreased by 60%. Over 92% of repetitive queries are now handled instantly, freeing up human agents to focus on high-touch inquiries and raising overall customer satisfaction scores by 35%.
3 Weeks
Average Resolution Time
Self-Serve Resolution Rate
Need a similar workflow automated?
We audit your database configurations and run ROI analysis before writing any production code.
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