AI Customer
Support Copilot
Project Overview
E-commerce platforms handle continuous customer interactions related to orders, returns, refunds, shipping issues, and product inquiries. As ticket volumes grow, human-only support models struggle to maintain speed, accuracy, and consistency.
We developed an AI Customer Support Copilot powered by Generative AI that operates as an intelligent assistant for support teams. The copilot understands customer intent, pulls contextual data from orders and past interactions, and generates accurate response suggestions helping agents resolve queries faster while maintaining brand-aligned communication.
Results & Business Impact
50% reduction in average handling time
Higher first-response accuracy and resolution quality
Improved agent productivity and confidence
Consistent, brand-aligned communication across teams
Increased customer satisfaction and retention
Business Challenges
The e-commerce client faced multiple support challenges:
- High volume of repetitive customer queries
- Increasing response and resolution times during peak sales
- Inconsistent answers across support agents
- Manual searching across knowledge bases and order systems
- Rising operational costs for customer support
- Difficulty scaling support quality with business growth
These issues negatively impacted customer experience and agent productivity.
What We Delivered
We delivered a Generative AI-powered customer support copilot tailored for e-commerce workflows:
- Context-aware response suggestions for support agents
- AI-driven intent detection and query understanding
- Knowledge base grounded answer generation
- Automated conversation summaries for faster follow-ups
- Order, customer, and ticket context enrichment
- Secure agent-assist interface integrated with support tools
The solution enhanced human decision-making without replacing agents.
Generative AI for E-commerce Support
Deliver consistent, scalable customer service using AI.
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Proposed Architecture & Design
The system architecture was designed for accuracy and governance:
- Customer messages processed through Generative AI models
- Context enrichment from CRM and order management systems
- Knowledge base ingestion for grounded responses
- Prompt governance to ensure response consistency
- API-based integration with support platforms
- Monitoring layer for quality and performance tracking
This ensured reliable AI assistance with controlled outputs.
Scalability & Future Roadmap
The platform is built for long-term scalability:
- Multilingual AI-assisted support
- Sentiment-aware response optimization
- Proactive issue identification
- Voice-enabled agent assistance
- Advanced analytics on customer pain points
Final Summary
This AI Customer Support Copilot empowered e-commerce support teams with intelligent, context-aware assistance delivering faster resolutions, consistent responses, and scalable customer service using Generative AI.
The Details
Location
Australia
Industry
E-commerce
Duration
22 MONTHS
Technology We Used
Tech StackTechnology Skill Coverage
Decade of Innovation and Impact
With a decade of innovation and impact, our journey has been marked by a relentless pursuit of excellence and a commitment to driving success for our clients. Over the past 10+ years, we have honed our skills and expanded our expertise across 15+ diverse industries.
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