India Gurugram, India · E-commerce
Taking support automation from pilot to production for an online retailer
A support-deflection pilot looked good in trials but never changed the actual support operation.
Service: AI-Native Transformation Illustrative case study. Representative of our work and anonymized. It does not name a client, and the outcome is described qualitatively.
The challenge
The retailer had trialed an AI assistant for customer support, but it lived beside the real workflow rather than inside it, and the support team did not trust or use it.
What we did
- Redesigned the support workflow so the assistant handled the resolvable cases and escalated the rest cleanly.
- Added evaluation and human review, and changed the team incentives around adoption.
- Shipped into the live support stack with a clear owner.
The outcome
Support automation became part of how the team actually worked rather than a tool on the side, with a pattern the company could take to its next channel.