In short
A support agent resolves order-status and return questions end to end, and hands anything unusual to a person with full context.
The problem
Most tickets asked the same three questions: where is my order, can I return this, can I change my address. The team answered them all by hand.
What we built
An agent inside the help desk that looks up live order and shipping data, applies the return policy, and replies within minutes. Edge cases go to a human with the order already pulled up.
The result
Ticket volume reaching the team fell by about sixty-three percent, and response times dropped from hours to minutes.
