Support that resolves, not deflects
a national specialty retailer
faster resolution
of contacts fully self-served
point CSAT lift
Customers reached an automated assistant that mostly deflected, then waited in long queues for agents to repeat the same triage. Satisfaction fell and repeat contacts climbed. The brand wanted automation that actually resolved orders, returns, and account issues, while routing genuinely complex cases to people quickly and cleanly.
How we approached it
Analyzed contact logs to separate issues that automation could fully resolve from those needing a person.
Built agents connected to order, returns, and account systems to take real actions, not just answer.
Designed handoffs that pass full context to human agents so customers never repeat themselves.
Launched on top intents first, expanding coverage as resolution rates proved out.
“Customers stopped fighting a chatbot. It actually fixes their order, and when it can't, it hands my agents everything they need.”
Yes. They connect to the order, returns, and account systems to process changes directly, within guardrails that define what each action is allowed to do.
They route to a human agent with the full conversation and context attached, so the customer never has to repeat their issue from the start.
Want results like these?
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