AI Agent for E-commerce Fashion Customer Service
Italian fashion e-commerce - 35 employees, 120,000 orders/year, 85% Italian clientele, 15% international
76%
Tickets handled automatically
-97% (from 18h to 30 seconds)
Average first response time
+2.8 points (from 6.8 to 9.6/10)
CSAT score
-45%
Return rate due to wrong size
-68% (from 4.50 to 1.45 EUR)
Cost per ticket
The problem to solve
Customer service handled 800+ tickets/day, of which 80% were repetitive requests: order status, returns and refunds, sizing and fit, product availability. The 6-operator team was constantly under pressure with average response times of 18 hours and a CSAT of 6.8/10. During peak season (Black Friday, sales) the service collapsed.
What we implemented
AI agent for customer service that autonomously handles: (1) order tracking with proactive updates, (2) end-to-end returns and refunds process, (3) size recommendations based on purchase history and brand size charts, (4) product availability and alternatives, (5) FAQs and policies. Intelligent escalation to operators for complex cases with full context.
Measured impact
Tickets handled automatically
76%
Average first response time
-97% (from 18h to 30 seconds)
CSAT score
+2.8 points (from 6.8 to 9.6/10)
Return rate due to wrong size
-45%
Cost per ticket
-68% (from 4.50 to 1.45 EUR)
Conversion from CS interaction
+22% (contextual upselling)
Timeline
8 weeks (4 development + 2 e-commerce integration + 2 go-live)
Investment
40,000 - 60,000 EUR (Digital Innovation Grant up to 100,000 EUR)
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