E-commerce

3,000 chats a week handled by a full agentic AI system

Context

A fast-growing eyewear brand handles a high volume of live-chat questions about products, orders, delivery, prescriptions and after-sales support.

Challenge

The goal was to give customers immediate answers while keeping the quality of the interaction high. The agent needed access to business data, clear escalation rules and active supervision in production.

What was delivered

Built an agentic live-chat system connected to the knowledge base and Magento data for product, order and prescription lookups.

Added autonomous handling for routine conversations and contextual transfer to the support team for sensitive or uncertain cases.

Created an AI quality supervision layer that reviews replies and decides whether to transfer the chat, create a Freshdesk ticket or log the interaction for review.

Added monitoring, role-based access and a knowledge improvement loop with human approval.