AI support agent for a webshop
A Dutch webshop in home accessories saw its support team drowning in the same questions over and over. Our AI agent now answers around 80% independently — via the website, email and WhatsApp, day and night.
Sector
E-commerce — webshop in home accessories
Services
AI agent, system integrations, knowledge base
Year
2025
The challenge
The webshop was growing fast, and customer service was not growing along. Two employees received around two hundred questions a week via email, the chat on the site and WhatsApp. The vast majority was repetition: Where is my order? Can I still return 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 ran up to hours, sometimes a day. That cost reviews, and it cost revenue.
Our approach
We built an AI agent that completely takes over the first line of customer service, in the brand's tone of voice:
- Connected to the order system. When a customer asks about an order, the agent retrieves the status in real time and gives a concrete answer — no boilerplate text.
- Fed by a knowledge base. Return policy, delivery times, assembly instructions and product information are stored in a structured way, so 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.
- A human remains the back-up. With complaints, exceptions or uncertainty, the agent hands over neatly to an employee, including a summary of the conversation.
All conversations are logged and reviewed weekly with the team, so the knowledge base keeps getting sharper. Customer data is not used to train external models.
From waiting hours to answers in seconds
Three months after go-live, the numbers are stable — and the support team is finally doing work that matters again.
80%
of customer questions are answered fully independently by the AI agent
< 30 sec
average response time, also in the evenings and on weekends
25 hours
saved per week by the support team — time that now goes to advice and aftersales
Customer satisfaction rose along: the average rating of support conversations went from 4.2 to 4.7 on a scale of 5. And because visitors get instant answers to product questions in the evening, the webshop also sees a measurable increase in conversion from chat conversations.
What is under the hood
We were sceptical — a robot talking to our customers? But the agent answers more politely and faster than we do on our best day. In the first month it already took over well over three quarters of the questions, and our team finally has time left for the customers who really need attention.
Owner, Dutch webshop in home accessories
Planning a project like this? Get in touch
Tell us what you are struggling with. In a free 30-minute consultation you will hear exactly what we can do for you.