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E-commerce · Confidential — DTC e-commerce, mid-market
Custom support agent that handles 60% of tickets
60% deflection · +15% CSAT
Challenge
Support team drowning in repetitive ticket types — order status, returns, sizing — that took focus away from the high-touch problems.
Approach
Deployed an OpenClaw agent with read-only access to order and catalog data, plus a curated knowledge base. Hand-off rules to humans for anything sensitive. We trained the agent on real ticket history and ran a weekly review.
Outcome
60% of tickets fully handled by the agent, +15% CSAT, support team refocused on retention work that actually moves LTV.