AI support agent for webshop

The challenge

The webshop grew rapidly, and customer service did not grow along with it. Two employees received approximately two hundred questions every week via e-mail, the chat on the site and WhatsApp. The vast majority was repetition: Where is my order? Can I still exchange this? What is the delivery time of this product?

In the evenings and on weekends: exactly when many customers shop online: no one was available. Response times stretched to hours, sometimes a day. That cost reviews, and it cost sales.

Our approach

We built an AI agent that completely takes over the first line of customer service, in the brand's tone of voice:

• Linked to the order system. When a customer asks about an order, the agent retrieves the status in real time and provides a concrete answer: no standard text.
• Powered by a knowledge base. Returns policy, delivery times, assembly instructions and product information are stored in a structured way, so that the agent answers with facts instead of guessing.
• Active on three channels. The same agent answers questions via the chat widget on the site, by email and via WhatsApp Business.
• People remain the backup. In case of complaints, exceptions or doubts, the agent will properly transfer the information to an employee, including a summary of the conversation.

All conversations are logged and discussed weekly with the team, so that the knowledge base becomes increasingly sharp. Customer data is not used to train external models.

Customer satisfaction also increased: the average rating of support conversations went from 4.2 to 4.7 on a scale of 5. And because visitors receive direct answers to product questions in the evening, the webshop also sees a measurable increase in conversion from chat conversations.