24/7 Customer Support Bot for E-commerce
A Claude-powered support agent that handles returns, order tracking, and product questions — resolving 78% of tickets without human handoff.
The problem
The client was handling over 400 support tickets per week, the majority of which were routine — order status, return windows, size guides, and stock availability. Their two-person support team was spending most of their time on queries that required no real judgement, leaving complex or sensitive cases waiting in the queue.
They had tried a rule-based chatbot previously. It frustrated customers and generated more tickets than it resolved. They needed something that could actually understand the question being asked, not just match keywords.
What we built
We built a Claude 3.5 Sonnet-powered support agent with a RAG layer connected to their product catalogue, returns policy, and Shopify order API. The bot can look up live order status, check return eligibility by order date, and pull accurate product information — all in a single conversational turn.
Conversation flows were designed with fallbacks for edge cases and a clean handoff trigger for situations requiring a human. When the bot escalates, it passes a full conversation summary to the support agent so they can pick up immediately without asking the customer to repeat themselves.
The result
Within the first month, 78% of incoming tickets were resolved without any human involvement. Response time dropped from an average of four hours to under two seconds for handled queries. The support team now focuses exclusively on edge cases and relationship-critical conversations — the work that actually requires a human.