AI support agent: replies in under 5 minutes
Case studyAI agents, Customer support
An AI email agent for customer support at a client that sells online. Replies in under 5 minutes instead of hours. Customer support now handles only the complex cases.
online retail clientClient
How it started: by sorting real customer questions · Duration: running since 2025
Overview
A client that sells online needed to take repetitive customer questions off its support desk. We built an email agent that replies naturally and accurately.
We worked in three steps, from data analysis to go-live. First we categorised real enquiries and built a knowledge base. Then we deployed the agent, which handles Slovak and Czech. A person checks the special cases.
The challenge
Customers waited hours for a reply, and support was flooded with the same questions. The client needed something that worked right away and did not embarrass them.
What went wrong along the way
The first version answered too generically. We rewrote the knowledge base in the company's real language. We learned that marketing copy does not work for an AI agent. We also set stricter rules for brevity and for handing over to a person.
What we did
- Data Collection
- Knowledge Base
- AI agent (Claude)
- Human-in-the-Loop
- Reply to customers (was hours)
- <5 min
