Case Study · E-commerce & Retail
Response time from 4 hours to 3 seconds
E-commerce Brand — before/after results from a real NOVIQ AI engagement.
4 hrs → 3 secAvg. response time
68%Tickets auto-resolved
~35 hrsSupport hours saved/week
THE CHALLENGE
A growing e-commerce brand was fielding 200+ support tickets a day with a 2-person team, pushing first-response times to 4+ hours and driving refund disputes from slow replies.
THE SOLUTION
We built an AI support agent trained on their policies and order data, integrated directly with their store and helpdesk, handling order status, returns, and FAQs automatically and escalating only complex cases.
Technologies used
Timeline: 3 weeks from audit to full deployment
★★★★★
"They automated our entire customer support workflow. Response times dropped from hours to seconds, and our team now focuses on high-value work."
C
CEO, E-commerce Company
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