AI Projects · Retail
AI Support Agent for NovaRetail
An AI customer-service agent that resolves the majority of support tickets autonomously across chat and email.
AS2025
68%
tickets auto-resolved
-54%
avg. response time
+12
CSAT points
Project Goals
- Reduce average response time and support cost
- Deflect repetitive tickets without hurting CSAT
- Integrate with the existing help desk and CRM
Challenges
- Answers had to stay grounded in constantly changing product data
- Seamless human handoff was essential for complex cases
Our Solution
- Built a retrieval-augmented agent grounded in product and policy content
- Added tool access for order lookups and refunds with approval guardrails
- Implemented confidence-based escalation to live agents
The impact
By combining the right technology with a rigorous, outcome-focused process, we delivered a solution that moved the metrics that matter for AI — on time and built to scale.
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