Challenge
- Holiday spikes pushed average response time over 48 hours.
- Agents repeated the same five answers all day across English and Bahasa.
- Policy updates were hard to roll out consistently across regions.
E-commerce & RetailSoutheast Asia6 weeks pilot, 4 weeks rollout
Cut support handle time in half without scaling the team
We deployed a Support Agent that classifies tickets, drafts replies grounded in policy, and routes complex cases to humans with full context.
- -48%
- Average handle time
- +25%
- First-contact resolution
- 0
- Additional support headcount needed
Solution
- Built a Support Agent on top of Zendesk that classifies and drafts replies with policy citations.
- Routed refund and exception cases to humans with all context pre-attached.
- Connected the order management system so the agent could check status and tracking in real time.
Results
- Average handle time dropped from 9 to 4.7 minutes across English and Bahasa.
- First-contact resolution rose 25 percent without changing staffing.
- Policy updates now propagate to live answers within minutes of being approved.
Tech & integrations
- Zendesk
- Shopify
- Order management API
- Translation layer
- Slack alerting
“We hit our holiday peak with the same team size and a better customer experience than the year before. That used to feel impossible.”