Case study — Generative AI: what can it do for your business?
Real-world implementation
Context
Customer service operations at a mid-size e-commerce company (120 000 tickets/year)
The challenge
Agents spent 35 % of their time drafting standard replies to order-status, refund, and delivery queries. Average response time was 8 hours. Quality varied significantly between agents, and onboarding new staff took four weeks.
Our approach
We connected a language model to the order-management API and a knowledge base of approved reply templates. The assistant drafts a reply in under 2 seconds; the agent reviews, edits if needed, and sends. Personal data is excluded from the prompt context. Spending is capped with a daily budget limit.
Results
Average response time dropped from 8 hours to 2.5 hours. Agent capacity per shift increased by 28 %. Draft acceptance rate stabilised at 81 % after four weeks of prompt refinement. Customer satisfaction score improved by 12 points.
Ready to build?
Tuplify Studio turns these concepts into working software.
Discuss your project