The challenge
Northwind's small support team was buried in repetitive WISMO, returns, and refund questions across email, chat, and social — response times slipped and agents burned out on copy-paste replies.
What we built
We built an AI support agent connected to their order system and help desk. It resolves the repetitive majority across all four channels, with strict guardrails and instant escalation to a human — with full context — for anything sensitive.
The result
Roughly 70% of incoming tickets are now auto-resolved. Response times dropped sharply and the human team handles only the genuinely hard cases, with a retainer keeping the agent accurate as catalog and policies change.
Sample case study — illustrative figures pending the real engagement.
Other cases.
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