AI Customer Support Assistant
Deployed an AI assistant that handles first-response customer enquiries, classifies intent, drafts replies, and escalates complex cases to the human team — integrated directly into the company's existing inbox and CRM.
Client: B2B E-commerce Company
NCVertex Deployment
Automation
E-commerce
Response time: 4 hours → under 5 minutes
AI auto-handles 73% of enquiries
3× enquiry volume with same team size
Zero missed messages after implementation
Problem
Support team overwhelmed with repetitive enquiries. Average response time was 4 hours. Team spending 80% of time on questions that had straightforward answers in the order system.
Solution
AI-powered first-response system using intent classification and order system integration to draft and send responses automatically. Human agents handle escalations only, with full AI-generated context.
Result
Support response time dropped from 4 hours to under 5 minutes. The team now handles 3× the enquiry volume with the same headcount. AI auto-handles 73% of all incoming messages without human intervention.
Deployment Overview
Built around the real workflow.
The client was handling 200+ customer enquiries per day with a 3-person support team. Most queries were repetitive: order status, delivery windows, refund policies, product availability. Response times averaged 4 hours during peak periods, causing customer complaints and churn.
We designed and built an AI-first customer service layer that intercepts all incoming enquiries, classifies them by intent, retrieves relevant context from the order system, and drafts a personalised reply. Simple cases are auto-sent; complex cases are escalated to the human team with a recommended action and full context attached.
The system integrates with their existing inbox via API, updates the CRM on every interaction, and provides a daily performance dashboard showing response volume, AI handling rate, and escalation patterns.
Technologies
Built with the right stack.
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