Driftpoint · An AI support agent for online retail
Built an AI support agent that resolves order and shipping questions end-to-end for a mid-size online retailer, with a seamless handoff to humans for anything outside its confidence band.
01/ The challenge
Driftpoint's support queue spiked during sale weekends, with most tickets being "where's my order" and return-policy questions that followed the same five patterns. Response times stretched past 18 hours during peaks, and the team couldn't hire fast enough to keep up.
02/ The approach
We built a single support agent with read access to their order and shipping systems, scoped to five high-confidence intents. Anything outside that scope routes straight to a human with full context attached, no re-explaining required. We shipped a confidence threshold that's tuned weekly against a holdout set of real tickets.
03/ The outcome
- Response time
- -83%
- Tickets auto-resolved
- 58%
- Discovery to launch
- 6 wks
The agent now resolves 58% of incoming tickets without a human touch, and average first response time dropped from 6 hours to under 2 minutes. The support team spends their time on the harder 42%, and queue backlog during peak weekends is gone.
“Our queue used to pile up every single sale weekend. Now it barely moves, and the handoffs that do reach a human already have the full order history attached.”