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AI customer support assistant
A conversational assistant that answers customers around the clock using the knowledge base and order history.
- Client
- E-commerce retailer
- Industry
- Retail
- Year
- 2026
- Technologies
- Claude · Python · pgvector
Key figures
-45%
level-1 tickets
24/7
availability
< 5 s
response time
The challenge
The support team handled more than 3,000 requests a month, most of them repetitive (order tracking, returns, availability). At peak times, response times exceeded 48 hours.
Our solution
We deployed an assistant powered by a large language model, grounded in internal documentation (RAG) and connected read-only to Odoo for order tracking. Complex requests are handed over to an agent with a summary of the conversation.
Results
- Instant answers to frequent questions
- Smart escalation to the support team
- Dashboard of the most requested topics