Customer support automation for a premium e-commerce brand
An automated pipeline that reads the brand's support inbox, sorts every message by store and topic, tidies what is already handled, and prepares reply drafts for the support team to review and send.
- 01Triage
Each new email is classified, from order tracking and returns to warranty claims and address changes, across two storefronts.
- 02Cleanup
Messages that are already resolved are cleared, so the queue only shows what still needs a person.
- 03Draft
Replies are drafted with the full conversation and the brand's own help content in view, ready for a human to approve.
- ~15 to 20 min
- for a full cycle
- 42 to 6
- draft backlog brought down to steady state
- 80 to 90%
- of emails sorted before any AI is needed