Meridian Commerce · E-commerce · 2025
An AI support agent that took over 74% of ticket volume
of tickets resolved without human touch
median first response time, down from 12 hours
CSAT improvement in the first quarter
support cost reduction at current volume
Challenge
Support volume was scaling linearly with orders — 6,000+ tickets a month, 70% of them order-status, returns, and sizing questions. First-response time had slipped past 12 hours, CSAT was falling, and the support team of eight was burning out on questions a system should answer.
Solution
We built a conversational agent connected directly to Shopify order data, the returns policy engine, and the product catalog. It resolves order-status, returns initiation, and product questions end-to-end, escalating edge cases to Zendesk with full context. A supervised launch month tuned it on real conversations before full rollout.
Process
Two-week discovery: transcript analysis of 10,000 historical tickets to map resolvable intents
Agent build with retrieval over policies and live Shopify integration
Supervised soft launch — every response reviewed for two weeks, failure modes tuned
Full rollout with weekly quality reviews and monthly tuning cycles
Stack
Head of CX — Meridian Commerce
Next case study
A lead engine that 3×'d qualified pipeline in one quarter
Ready to see what this looks like for your business?
30 minutes. No pitch deck. We'll map where AI and automation create the most leverage in your operation — and give you the roadmap either way.