The problem
Tickets per operator had reached an unsustainable level. SLAs were slipping, and customer churn rose 14% in 12 months. 70% of calls were repetitive information questions — yet operators had to handle each one from scratch.
Our approach
A RAG system over the catalog, order history and return policy. Real actions via function calling (start a return, track a shipment). Soft handoff rules to operators. Multilingual (TR/EN/AR/DE) support.
The result
Live in 4 months. Operator workload dropped 48% in the first 30 days and reached 63% by day 90. Customer satisfaction rose from 3.9 to 4.7, and "where's my package" calls fell to almost zero.
63%
reduction in operator workload
2.4×
tickets resolved per hour
+0.8
rise in customer rating (out of 5)