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Brainic

Project type: AI + support automation

AI assistant for an online store

Chatbot that handles repetitive questions and recommends products, with handover to a human operator when needed.

#AI#E-commerce#Support

Key outcomes

  • ~60% of frequent questions (tracking, returns, recommendations) resolved automatically without human intervention
  • Average response time reduced from minutes to under 5 seconds for standard queries
  • Support team freed up ~20 hours/week from repetitive tasks
  • Integration with existing product catalog for real-time contextual recommendations
Conceptual interface with synthetic data, generated from the documented feature set; not a screenshot of the live product.

Context

The support team was overwhelmed with repetitive questions:

  • where is my order?
  • how do I make a return?
  • which product is right for me?

Customers wanted fast answers, and the team needed time for more complex cases.

Solution

We implemented an AI assistant that:

  • automatically answers the most frequent questions, using information from the site and internal documents;
  • helps customers find products based on their needs;
  • collects interaction data so the team knows what needs to be improved on the site.

The chatbot was integrated into the site and configured so that when it doesn't know the answer, it hands the conversation over to a human operator.

Results

  • A significant portion of simple tickets are resolved without human intervention;
  • average response time for customers drops considerably;
  • the support team can focus their energy on important cases, not repetitive questions.
Conceptual return-workflow screen with synthetic data; not a screenshot of the live product.
Conceptual analytics screen with synthetic data and documented metrics; not a screenshot of the live product.
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