E-Commerce Company
Ticket Reduction
Response Time
Csat Improvement
A fast-growing e-commerce company was struggling with customer support ticket volume, averaging 2,000+ tickets per day. Response times had ballooned to 48+ hours, leading to negative reviews and customer churn. Hiring additional support staff was not economically viable at their scale.
We built a multi-agent AI system that handles Tier 1 customer support. The system includes agents for order status inquiries, return processing, product recommendations, and general FAQ handling. Each agent has access to the company's order management system, product catalog, and knowledge base. Complex issues are seamlessly escalated to human agents with full context.
The AI agents now handle 40% of all support tickets without human intervention. Average response time dropped from 48 hours to under 5 minutes for AI-handled tickets. Customer satisfaction scores improved by 25%, and the support team can focus on complex, high-value interactions.
"Unlike the big firms we tried before, Antimagic actually delivered. Their founder was in every meeting, understood our challenges, and built exactly what we needed."
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