Instant answers around the clock, in natural language.
09/AI support · e-commerce
AI Customer Support Agent.
Support that scales without losing the customer experience.
Project
- Year
- 2026
- Region
- Under NDA
- Practice
- Lab
What we shipped
AI support agent
Trained on the company's products, policies, and past chats; wired into existing channels.
Human handoff
Complex conversations escalate to a person with full context, tuned continuously after launch.
Credits
- Lumaé Lab · design + build
- Client · support team
- Support workflow analysis
- Knowledge base setup
- AI agent configuration
- Channel integration
- Post-launch tuning
The brief
A fast-growing online business fielded hundreds of inquiries a week. Most were repetitive: order status, returns, shipping, changes, product choice.
The support team spent its days on the same questions, slowing response times and raising operational cost.
What we did
- 01
Built an AI support agent trained on the company's products, policies, documentation, and historical conversations.
- 02
Wired it into the existing communication channels, with no platform migration.
- 03
It answers instantly, reads natural language, recommends products, retrieves orders, and guides returns.
- 04
Complex conversations escalate to a human agent with full context.
- 05
Shipped with workflow analysis, knowledge-base cleanup, real-scenario testing, and ongoing tuning.
What changed
Resolution times fell as repetitive requests self-served.
Support grew without a proportional rise in staffing cost.