A national eCommerce group serving four distinct brands deployed Planext AI to transform their customer support operation from a cost centre into a competitive advantage.
The Challenge
With 2,000+ support tickets monthly across 4 brands, their 6-person team was overwhelmed. Average response times had slipped to 4 hours, customer satisfaction scores were declining, and every quarter required adding headcount just to stay even with volume.
The Planext Solution
We deployed a custom AI support agent trained on each brand knowledge base, full product catalogues, return policies, and the most common customer questions. The agent handles inquiries across website chat, email, and SMS simultaneously – around the clock.
When situations require human judgment, the AI escalates automatically to the right agent with a full conversation summary, so customers never have to repeat themselves.
The Results
| Metric | Before | After |
|---|---|---|
| Average Response Time | 4 hours | 45 seconds |
| Human-Resolved Tickets | 100% | 27% |
| Cost Per Ticket | $9.20 | $3.70 |
| CSAT Score | 3.4/5 | 4.6/5 |
