01 · AI integration · E-commerce
AI customer advisor for online retail
A growing online retailer was struggling with rising support volume. According to the client, around 70% of tickets were standard questions — which the team answered from scratch every day.
Client project · client anonymized (confidentiality) · project from 2024
- GPT-4o
- RAG
- Shopify API
- n8n
- 68%
- of inquiries handled without staff
- according to the client
- 18 h → 90 s
- first response time reduced
- according to the client
- ≈ €180
- monthly operating costs
- our calculation
01 · Problem
An online retailer with more than 8,000 products had a 3-person support team answering the same questions every day: delivery times, product details, returns. Average first response time according to the client: 18 hours. The team was overloaded.
02 · Solution
vona built a RAG-based chatbot on top of GPT-4o. The bot connects to the full product catalog, the FAQ database and the order history via API — so it always "knows" what is in stock right now, when an order will arrive, and what the return policy is. Integrated directly into the Shopify store via a widget. No separate dashboard needed for the team — the bot automatically escalates complex cases by email.
03 · Result
According to the client, 68% of all incoming support inquiries are handled fully without staff, and first response time dropped from 18 hours to under 90 seconds. The support team now focuses mainly on complex, escalated cases and has time again for proactive customer service. Operating costs of the system by our calculation: approx. €180 per month.
04 · Workflow
- Customer question: Shopify widget in the store
- AI advisor: GPT-4o + RAG, Productcatalog, FAQdatabase, Orderhistory
- Solvable?
- AUTONOMOUS · 68%: Answer in under 90 seconds, Customer has the answer
- COMPLEX CASES: Escalation automatically by email, Support team handles complex cases
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