AI Support Agent for an E-commerce Platform
A micromobility rental platform was drowning in thousands of repetitive tickets. We deployed an AI agent that processes tickets, resolves standard questions, and escalates complex cases to operators.
The support team received thousands of tickets a month — mostly repetitive: order status, breakdowns, returns, payments. Operators spent most of their time copy-pasting answers, response time spiked at peak hours, and complex cases got lost in the shared queue.
- 01
Ticket audit
We analyzed ticket history and isolated the top intents that cover most of the queue.
- 02
Knowledge base + classification
We assembled answers into a structured knowledge base and taught the agent to detect ticket intent.
- 03
Routing & escalation
We defined rules: standard cases are closed by the bot, complex ones go to an operator with full context.
- 04
Launch & tuning
We launched on part of the traffic, collected errors, and iteratively raised accuracy.
A GPT-4o agent inside an n8n pipeline is connected to Zendesk. Each new ticket is classified by intent, the agent searches a PostgreSQL knowledge base and drafts a reply; complex or emotional cases are auto-escalated to an operator with a summary and references.
First working result in 2 weeks; full rollout within a month.
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