Revolutionizing customer support: How AI transformed helpdesk operations at an online retailer
Their helpdesk team was overwhelmed. Customers were waiting up to 36 hours for issue resolution, from refund requests to delivery tracking. Live agents were drowning in repetitive queries, leading to delays, burnout, and rising complaint volumes. Negative reviews on public platforms were beginning to threaten brand reputation. The company needed a transformation, not only faster responses, but smarter workflows.
SVOD Advisory conducted a full diagnostic of their support ecosystem, then co-developed and deployed a transformer-based AI solution that reshaped everything from ticket triage to resolution.
Our approach included:
- Implementing an AI-driven ticketing system that categorized, prioritized, and responded to queries in real time
- Training the model on over 250,000 historical tickets
- Seamless handoffs between AI and human agents for sensitive cases
- Integration with CRM, logistics, and inventory APIs for real-time data access
- Dashboards to monitor AI performance and customer sentiment shifts
This was not “just a chatbot.” It was a digital teammate for the support team, able to act, learn, and adapt.
Within 60 days of launch:
- Average resolution time dropped from 36 hours to 3.5 hours
- 78% of tickets were fully resolved without agent involvement
- Customer satisfaction (CSAT) rose by 22%
- Human agents now focus on only high-stakes or emotional queries, improving their job satisfaction
The transformation didn’t just fix a broken process: It built a scalable system ready for growth. SVOD turned a reactive support function into a proactive customer experience engine.
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