AI AgentE-COMMERCE RETAILER5 Min Read

Tier-1 Customer Support Autopilot

An intelligent internal support agent that resolves 80% of routine customer inquiries for a mid-sized retailer directly within Zendesk.

SYB

Scale Your Backend Editorial

Updated Oct 2025

The Challenge

During peak seasons, the retailer's support team was overwhelmed by basic inquiries like 'Where is my order?' leading to massive backlogs.

Our Strategic Solution

We built a conversational AI agent deeply integrated with Shopify and Zendesk that fetches real-time tracking or initiates returns instantly.

82%

Tickets Automated

<1 min

Response Time

+15%

CSAT Score

Key Performance Outcomes

✓
82% of all inbound tickets resolved without human touch
✓
Average response time dropped from 4 hours to under 1 minute
✓
Customer Satisfaction (CSAT) scores increased by 15%
✓
Eliminated the need for seasonal support hiring

Built With

Node.jsOpenAIZendesk APIShopify APIVercel

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