The Problem
Every day the team spent hours on the same questions: availability, sizes, delivery, returns, and order status. At night customers got no reply at all.
What We Built
We set up an assistant for frequent questions. It answers by the store's rules, and if a question is ambiguous or the customer asks for a human, it hands the dialog to an operator.
"The operator no longer answers the same thing for the hundredth time — they handle orders and complex customers."
Timeline
The pilot took 2 weeks: answer base, test dialogs, and operator handover rules.
Before the launch
Shoppers kept asking the same questions: is the item in stock, which size to pick, how much is delivery, can the order be returned. The team answered by hand and often couldn't keep up with their core work.
What we changed
We built an answer base and communication rules. The assistant answers frequent questions, clarifies details, and helps the customer get the information they need faster.
Operator handover
If a customer types “operator”, complains, asks a non-standard question, or the situation needs a human decision, the assistant doesn't argue or keep guessing. It hands the dialog to the team.
The outcome
The team removed about three hours of routine a day. Customers get a fast first reply, and the operator focuses on the requests where a human is actually needed.
Key Results
- frequent questions are closed without waiting for an operator
- complex situations are handed to a human with the chat context
- the team freed up several hours a day for order processing
Related Articles
How AI Automation Saves Businesses $48,000 Per Year
A real breakdown of how implementing AI agents across 3 departments in a 20-person company delivers $48K annual savings on a $7,000 investment.
5 Business Processes You Should Automate First
Not all processes are equally profitable to automate. Here are the top 5 tasks to start with for maximum ROI with minimum investment.
Bitrix24 + AI: How to Connect AI Agents to Your CRM
Step-by-step guide to integrating AI agents with Bitrix24 — from automatic lead processing to smart Telegram notifications.