Case Study
Custom Chatbots
How an e-commerce brand deployed an AI assistant that handles 70% of customer inquiries while improving satisfaction scores.
The Challenge
A growing direct-to-consumer brand faced a scaling crisis in customer support. Their small team was overwhelmed by repetitive inquiries—order status, return policies, sizing questions—that consumed hours each day. Response times stretched to days during peak periods, driving frustrated customers to competitors and generating negative reviews.
They had tried a basic chatbot, but customers hated it. The rigid decision trees couldn't handle natural conversation. It asked for order numbers in specific formats, couldn't understand typos or casual language, and frustrated users more than it helped them. Many customers learned to immediately type “agent” to bypass it entirely.
Our Approach
We designed a conversational AI that understands how real customers actually communicate. Rather than forcing users through rigid flows, our chatbot meets them where they are— interpreting natural language, handling typos and abbreviations, and remembering context throughout the conversation.
Critically, we built the system to know its limits. When a conversation requires human judgment—a genuinely upset customer, a complex multi-order issue, a potential fraud case—the AI hands off seamlessly to a human agent with full conversation context. No making customers repeat themselves. No frustrating dead ends.
Capabilities We Built
The Solution
We deployed a custom chatbot deeply integrated with their e-commerce platform, order management system, and shipping providers. The AI has real-time access to order status, inventory levels, and customer history—enabling it to give specific, accurate answers rather than generic responses.
The conversational interface feels natural because it was trained on thousands of real customer conversations from their support history. It learned their brand voice, their common issues, and the resolutions that work. When it doesn't know something, it acknowledges that honestly rather than making something up.
The Results
Within weeks of deployment, the chatbot was handling 70% of incoming customer inquiries without human intervention. More remarkably, customer satisfaction scores improved—the Net Promoter Score jumped 18 points. Customers appreciated instant answers at any hour, and the quality of responses was consistently high.
The human support team, freed from repetitive queries, now focuses on complex cases that genuinely require human judgment. They report higher job satisfaction—they're solving interesting problems instead of answering the same sizing question for the hundredth time.
“Our customers actually compliment the chatbot. They say things like 'wow, that was easy' in their conversations. I never thought I'd see that.”
— Head of Customer Experience
How We Can Help You
Most chatbots fail because they're built around technology rather than user experience. They force customers into rigid flows, fail on edge cases, and create more frustration than they resolve. We take a different approach: designing conversational AI that actually understands how your customers communicate.
Our chatbot solutions integrate deeply with your existing systems—CRM, order management, help desk—so they can take real action, not just provide canned responses. We train them on your historical conversations so they learn your brand voice and common issues. And we build robust handoff to human agents when situations require human judgment.