E-Commerce Support Bot

The Problem

ModernRetail Co. was drowning in repetitive customer support tickets — order tracking, return requests, and product questions made up 80% of their volume. Their 4-person support team was spending most of their day on copy-paste responses, leaving complex issues unresolved for days.

The Approach

1. 1

   Conducted a 2-day audit of their Zendesk history to identify the top 20 most common ticket types

2. 2

   Built a RAG pipeline that ingests their product catalog, return policies, and shipping data in real-time from Shopify

3. 3

   Developed a GPT-4 powered chatbot with custom system prompts tuned to their brand voice

4. 4

   Integrated with Shopify APIs for live order tracking and return initiation

5. 5

   Added a smart escalation system — the bot detects frustration and routes to a human agent automatically

Tech Stack

"Our support ticket volume dropped by 62% within the first month. The chatbot handles everything from order tracking to product questions, and our customers actually prefer it to waiting for a human agent."