Global E-commerce Case Study
Retail
Customer service automation for a high-volume retail support environment with better speed and consistency.
Challenge
High ticket volume, slow first response, and inconsistent answers across multiple storefronts.
Solution
RAG support agent grounded on manuals, policies, and order data, with escalation for edge cases.
Stack & deployment
Zendesk/Zoho Desk + Vector DB (pgvector) + OMS API. Deployment: Cloud.
Outcomes
- Deflection rate 38%; first response 7h to 12m
- Handle time -41%; CSAT +9 points
- ROI year 1 about 420%; payback about 6 weeks
All figures come from real engagements. We work under NDA as standard, so case studies are anonymised to protect our clients — the same discretion that will protect you.
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