The problem
The support team repeatedly received the same questions: where an order was, how to return an item, and which product suited a need. These conversations took up time available for more complex cases.
What we built
We integrated an assistant into the store, connected to product information and available documentation. It answers routine questions and makes recommendations based on catalog information.
Conversations needing additional help can move to a support agent. Interactions are tracked to identify recurring questions and gaps in the information available.
Its role in support
The assistant handles questions for which information is available and keeps a route to a person for other cases.