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Client Overview

Our client, a fast-growing U.S. fast-fashion retailer, operates 250 stores and a rapidly expanding e-commerce platform. Catering to Gen Z and Millennials, the brand offers affordable, trend-driven apparel with frequent launches and flash sales. As digital sales surged post-pandemic, they prioritized enhancing digital customer support for faster resolutions and 24/7 availability while keeping costs in check.

Challenge

High Support Volume

  • Avg. 15,000+ tickets/month, mostly about order status, return/refund tracking, and FAQs offers

Long wait times

  • Delays during peak periods like Black Friday and product launches.

Inconsistent quality

  • Human errors and knowledge gaps affecting support reliability.

Customer Churn Risk

  • Slow response times were affecting CSAT scores and repeat purchase rates

Limited Support Hours

  • No overnight or weekend coverage led to backlogs and lower CSAT

Rising Operational Costs

  • Scaling the team to meet demand increased staffing costs, training time, and resource planning complexity.

Objective

To implement a cost-efficient AI assistant that :

  • Reduces support costs
  • Resolves at least 50% of common queries automatically
  • Offers instant, 24/7 support on the website and mobile app
  • Supports seamless human handover when needed
  • Maintains brand tone and improves customer satisfaction

Our Solution : AI-Powered Customer Support Platform

To streamline repetitive customer queries and enhance service scalability, we designed and deployed a multi-channel Generative AI assistant, tightly integrated with the client’s existing systems and workflows. The solution was architected to support real-time interactions, personalized responses, and seamless handoffs to human agents when needed — all while maintaining brand voice and compliance standards.

Training & Knowledge Ingestion

The AI assistant was trained and optimized using a combination of :

Phase 1 : Historical Chat Logs

  • We ingested and vectorized insights from over 1 million past support interactions.
  • These logs helped identify common customer intents (e.g., order status, return requests, FAQ categories).
  • Cleaned and embedded using LangChain pipelines, then stored in FAISS for vector search.

Phase 2 : Structured Policies & Knowledge Base

  • Documents such as return and refund policies, shipping terms, and sizing charts were indexed using LangChain and chunked into embeddings.
  • The assistant performs RAG (Retrieval-Augmented Generation) by combining this structured knowledge with GPT-4-turbo’s capabilities to reduce hallucinations and maintain factual correctness.

Phase 3 : Custom Prompts & Guardrails

  • System prompts and fallback handling were designed to ensure brand tone consistency.
  • Role-based prompt templates were created for guest users vs. logged-in customers.
  • Guardrails were added to prevent the AI from handling unsupported topics like payments or legal disputes, redirecting such queries to a human agent.

Core Functionalities

Order Tracking

Customers can ask, “Where is my order?” and the bot fetches real-time order status using REST API calls to the internal order database.

Refund Status

The bot retrieves refund processing status and expected timelines directly from the finance system through secure API access.

Return Policy Guidance

The bot checks return eligibility based on purchase date and product category by querying return policy rules stored in the system.

FAQs & Policy Explanation

Common questions (e.g., shipping delays, gift card usage, store hours) are answered using a hybrid of RAG (retrieval augmented generation) and document embedding via LangChain.

Live Agent Escalation

For edge cases, the assistant escalates to a live agent and passes along full chat context and conversation history.

TechStack & Tools

OpenAI GPT-4-turbo

  • Powers natural and context-aware assistant conversations.

LangChain

  • Enables prompt management and retrieval-augmented generation (RAG).

FAISS

  • Fast and lightweight vector database for embedded documents.

Node.js + Express

  • Efficient backend framework for APIs and assistant logic.

PostgreSQL

  • Stores customer, order, return, and refund data securely.

Amazon API Gateway

  • Securely routes assistant requests to internal services.

Amazon ECS

  • Deploys assistant as a scalable containerized microservice.

Amazon S3

  • Stores static content and fallback assets.

Amazon CloudWatch

  • Monitors and logs assistant and API performance.

Amazon Cognito

  • Manages user sessions and secure authentication.

React.js

  • Web-based assistant UI integration.

Flutter

  • Cross-platform assistant integration for mobile apps.

Team Composition

  • Project Manager: 1
  • Solution Architect: 1
  • Backend Developer: 1
  • Frontend Developer: 1
  • AI/Prompt Engineer: 1
  • QA Engineer: 1
  • Knowledge Trainer: 1

Business Impact & Results

$352,000+ annual direct savings in customer service labor costs

Easily handles query spikes during sales, product drops, or holiday seasons.

Reduced training & onboarding costs specifically during peak season.

24/7 customer support availability without extra headcount

Live agents now spend 70% more time on high-value conversations (e.g., complaints, escalations)

Better analysis & understanding of FAQ, common issues, and policy gaps.

Results Within 3 Months of Launch

Metric Before (Manual Only) After (With AI Assistant) Improvement
Monthly Queries Handled by Agents 15,000 6,000 ✅ 60% offloaded to AI
Full-Time Agents Needed 12 5 ✅ 58% workforce reduction
Avg. First Response Time 6.2 minutes < 10 seconds ✅ 96% faster
Cost per Support Query $2.05 $0.80 (blended) ✅ 61% cost reduction
Customer Satisfaction (CSAT) 82% 92% ✅ +10 point increase
Monthly Support Cost $50,400 $21,000 ✅ $29,400 saved/month
Annual Support Cost $604,800 $252,000 ✅ $352,800 saved/year

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Client Testimonials

Rhonda Dibachi

CEO - HeyScottie

United States

Working with Aglowid was a game changer for us. We needed a partner who could understand the complexity of our AI automation goals and move quickly from concept to execution. They delivered a robust solution that not only met our requirements but opened doors to new possibilities. Truly professional and highly capable.

Daniel Gonell

Digital Strategy Consultant - New Minds Group

United States

I brought Aglowid's team in to support a major digital transformation project for one of our clients. Their depth in data architecture and front-end engineering helped us accelerate delivery and exceed expectations. They don’t just execute — they think critically and offer valuable insights every step of the way.

Katelyn Gleason

CEO and Founder - Eligible

United States

What impressed me most was their ability to adapt quickly to the unique demands of the healthcare space. Aglowid helped us refine our platform with performance upgrades and backend improvements — all without disrupting our users. Reliable, detail-oriented, and refreshingly easy to work with.

Robert Sirianni

CEO - Weapon Depot

United States

We needed a development team that could handle both the scale and complexity of a large eCommerce platform. Aglowid built a secure, fast, and user-friendly experience — both for web and mobile. Their communication was clear, and delivery was consistently on point.

Will Ferrer

Founder/CEO - Tempest House

United States

Aglowid stepped in as a true development partner. From initial product scoping to post-launch support, they handled full-stack development with precision and care. Whether it was mobile, backend, or AI-based features — they always brought smart solutions to the table.

Antoine de Bausset

CEO - BEESPOKE

France

They are great at what they do. Very easy to communicate with and they came through faster than I hoped. They delivered everything I wanted and more! I will certainly use them again!

Neil Lockwood

CO-FOUNDER - ESR

Australia

Their team of experts jotted down every need of mine and turned them into a high performing web application within no time. Just superb!

Craig Zappa

DIRECTOR - ENA PARAMUS

United States

"I would like to recommend their name to one and all. No doubt" their web app development services cater to all needs.

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