Prípadová štúdia - AI email agent that handles 90% of customer support automatically
AI email support agent for an e-commerce startup. 90% of emails handled automatically. Zero support employees needed. Founders save 2-3 hours daily.
- Klient
- Supanext
- Rok
- Služba
- AI Automation, Support Agent
Overview
Supanext is an e-commerce startup with 2 co-founders selling digital products. They needed customer support but had no capacity to hire. We built an AI email agent that handles 90% of inquiries automatically, letting founders focus on product development.
Three-phase iterative approach: 1) Data collection — categorizing real customer emails for 1 month, 2) Knowledge base creation — building structured FAQ and response templates, 3) AI agent deployment — Claude-powered agent with human-in-the-loop review. The agent handles Slovak and Czech languages natively.
The challenge
Two-person startup handling everything — development, marketing, sales, admin. Customer support was "extra" and often delayed. 90% of emails were repetitive questions. Without support, bad reviews threatened the business.
What went wrong along the way
The first knowledge base version was too generic — the agent responded generically, not specifically. The KB contained "official" texts, not real responses. We rewrote it based on actual email responses from founders. Lesson: knowledge base must contain real language, not marketing texts. The agent also wrote novels instead of brief responses, and tried to answer even when it didn't know — we added clear escalation rules.
What we did
- Data Collection
- Knowledge Base
- AI Agent (Claude)
- Human-in-the-Loop
In 2 months we solved support without having to hire anyone. Agent handles 90% of emails and we can focus on the product.
- Emails automated
- 90%
- Response time
- <5 min
- Support FTEs needed
- 0