Deployed a multi-channel AI agent handling order status queries, return requests, and product questions across WhatsApp and web chat — processing 500+ conversations daily.
A growing e-commerce business was spending 40% of their operational budget on customer service for largely repetitive queries: order status, delivery estimates, return policy, product availability. Human agents were bottlenecked and response times were suffering.
We built a hybrid AI agent using Claude Haiku for routine queries and Claude Sonnet for complex escalations. The agent has access to live order data via tool calls, can process return requests, and knows when to hand off to a human. Deployed on WhatsApp Business API and a web chat widget.
Human agents now only handle genuine edge cases — disputes, damaged goods, complaints requiring judgment.
73% of queries resolved without human intervention. Average response time dropped from 4 hours to 90 seconds. Customer service headcount held flat while order volume grew 60%.