Case study of developing a custom AI Agent that connects website, email, and messaging apps, reducing response time by 70%.
An e-commerce business wanted to organize and automate communication with customers coming from different channels — website, email, and messaging apps. The goal was to maintain the human experience, but reduce delays and the need for manual management.
The customer service team faced an increasing volume of requests, repetitive questions, and the inability to respond immediately across all channels.
Communication via email, website chat, and messaging apps was disconnected, without a common management point.
Creating a multi-channel AI Assistant that acts as a unified communication hub, learns from requests, and improves the service experience.
Mapping the most frequent questions, request sources, and channels.
NLP-based dialogue integration for product, order, and shipping inquiries.
Automatic incoming classification, responses to recurring requests, and follow-up templates.
Connection with messaging platforms for real-time automated responses.
All channels communicate with a single AI layer that learns, adapts, and updates staff.
User → Website / Email / Messaging → AI Agent → CRM / CMS / API Hub
2 weeks timeline
Analysis → Design → Development → Integration → Testing
Continuous performance monitoring and monthly AI retraining.
Client → AI Assistant → Communication Channels → CRM → Report Dashboard
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