Retail AI Agent — Automating Customer Support and Returns

The Problem

The client's customer support team was processing a large volume of tickets daily — the majority of which were routine queries about order status, return eligibility, and stock availability. Agents were spending most of their shift copying tracking numbers, looking up return windows, and checking inventory levels manually.

Returns were particularly labour-intensive: customers submitted requests through a web form, which then required a support agent to check eligibility, approve or deny, generate a return label, and email the customer. Peak season backlogs were regularly stretching response times beyond acceptable levels.

Our Solution

We built an AI agent connected to the client's ecommerce platform, order management system, and warehouse inventory feeds:

• Support ticket handling:The agent resolves order status, shipping, and product queries autonomously, with escalation routing for complaints and complex cases.
• Returns processing:Customers initiate returns through any channel. The agent checks eligibility, approves valid requests, generates return labels, and sends instructions — without agent involvement.
• Inventory queries:Real-time stock availability, size availability, and restock estimates delivered instantly via chat, email, or website widget.