AskFlow — AI Customer Support Agent
A two-person support team was handling 400+ tickets/week across 12 EU markets with a 14-hour response time. CSAT was dropping. Both agents had flagged burnout. The AI agent handles 70% of tickets now — in under 30 seconds, in 6 languages.
The Challenge
400+ tickets/week, 14h average first response, CSAT dropped from 4.6★ to 3.9★. Off-the-shelf AI tools couldn't handle a 1,200-SKU product catalog or a multilingual return policy.
The Solution
GPT-4o agent with RAG over the full product catalog and policy docs, real-time order lookup via REST API, confidence-threshold escalation with pre-drafted replies, Zendesk integration, and session memory via Redis across 6 languages.
Client
Norvik Home (E-Commerce Brand, EU — 400k customers)
“My team was on the verge of quitting. 400 tickets a week, 14-hour response times. The AI agent handles 70% of them now, correctly, on its own. One of my team members told me it's the first job where she doesn't dread Mondays.”
Priya N.
Head of Customer Success, Norvik Home
Key Results
Tickets fully automated
Average first response time
CSAT (was 3.9★ before launch)
Timeline
Delivered in 4 weeks
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