Case study · US DTC brand (under NDA)
AI Support Agent for a DTC Ecommerce Brand
A production support agent handling order status, returns, and product questions across email and chat — integrated with Shopify and the brand's 3PL, with human escalation built in.
Scroll
60%
Tickets resolved end-to-end
<2 min
Median response time
10 wk
To production
Team — 4 specialistsDuration — 10 weeks to productionIndustry — Ecommerce & RetailClient under NDA
The problem
Support volume scaled with order growth; response times stretched past 24 hours and repeat 'where is my order' tickets consumed the team. Off-the-shelf chatbots deflected customers without resolving anything.
What we built
The solution.
- 01Agent grounded in order data, policies, and product catalog — answers, not deflections.
- 02Direct actions: order lookups, return initiation, address changes — behind permission guardrails.
- 03Confidence-based escalation to human agents with full conversation context.
- 04Evaluation suite measuring resolution accuracy before and after every release.
Claude APITypeScriptShopify APIZendeskPostgres + pgvector
Talk it through
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