VoxAssist — 24/7 AI Customer Support Agent
Custom AI customer support agent for a multi-brand eCommerce company.
Northshore eCommerce Group operated 4 brands with a combined support volume of 2,000+ tickets per month. Their 6-person support team was overwhelmed, response times were slipping, and customer satisfaction scores were declining.
Solution
- AI agent trained on all 4 brand knowledge bases, product catalogues, and FAQ documents
- Handles order status, returns, product questions, and basic troubleshooting
- Escalates to human agents with full conversation context when needed
- Integrated with Zendesk for seamless handoffs and ticket tracking
- Available via website chat, email, and SMS
Results
- 73% of inquiries resolved without human intervention
- Average response time from 4 hours to 45 seconds
- Support cost per ticket reduced by 60%
- Customer satisfaction score increased from 3.4 to 4.6 out of 5