The Client
DTC apparel brand on Shopify doing 8-figure annual revenue, with a 6-person support team drowning in tier-1 tickets.
The Challenge
Support volume doubled year over year. 70% of tickets were order status, returns, sizing, and discount questions — all answerable from existing data, but each one was costing the team time and frustrating customers waiting overnight.
What We Built
Custom AI agent integrated with Shopify, Gorgias, and the returns portal — able to look up orders, initiate returns, and apply approved discounts end-to-end.
Trained on the brand voice and full product catalog including fit guides, fabric details, and care instructions.
Configured strict guardrails: the agent will never quote prices it cannot verify, never promise refunds outside policy, and escalates anything ambiguous.
Added analytics tracking deflection rate, CSAT, and which questions still need a human — fed back into monthly improvement cycles.
“It's the first AI tool we've used that actually feels on-brand and doesn't make things up.”