A generative AI assistant that reduced customer support response time by over 60% while lifting satisfaction scores across every channel.
A mid-market retail & e-commerce company handling a high and growing volume of customer inquiries across email, chat, and social channels.
The support team was overwhelmed by a high volume of repetitive, routine inquiries — order status, returns, sizing, shipping timelines — that left less time for the complex cases that actually needed a human. During peak shopping periods, response times stretched long enough to visibly hurt customer satisfaction and drive avoidable churn.
Knowledge was scattered across product documentation, internal wikis, and tribal memory, so agents often spent as much time searching for the right answer as they did responding to the customer. Ticket triage and routing were still manual, consuming agent hours that should have gone toward resolving cases.
Hilogic's Artificial Intelligence and Platform & Integrations teams built a generative AI assistant on large language model APIs, trained on the company's own knowledge base, and integrated directly into the existing CRM and helpdesk stack.
Auto-drafts and, for routine queries, fully resolves customer inquiries in the customer's own words.
The AI layer works inside existing tools, so agents never have to switch systems mid-conversation.
Machine learning classification routes each inquiry to the right queue automatically.
Agents get accurate, up-to-date answers surfaced in real time as they work each case.
With routine inquiries handled automatically, agents now spend most of their time on the complex cases that genuinely need human judgment. Response times held steady even through the client's next peak shopping season — a period that had previously strained the team the most.