Customer support · Production

Lyzr AI agent delivers faster, smarter customer support for a leading retail company

The problem

A leading retail company struggled with slow, manual customer support: agents had to individually investigate order delay reasons, and complex queries created escalation bottlenecks that hurt response times.

Workflow diagram · grounded in source
1
Customer order query arrives
trigger
“Customers frequently needed updates on their orders and expected quick responses”
2
AI agent answers in real time
ai_action
“The chat agent integrates with the company's e-commerce platform to provide real-time order updates”
3
Auto-ticket for unresolved queries
integration
“Tickets are automatically raised in the support portal for queries the agent cannot resolve”
4
Human agents handle complex cases
human_review
“Human support agents focus on complex issues while routine queries are handled automatically”
Reported outcome

Customers now receive immediate, accurate answers for common order questions, automated escalation reduces agent manual workload, and consistent support quality is delivered across both chat and voice channels.

Reported metrics
Customer response speedimmediate, accurate answers for common order-related questions
Support agent manual workloadreduces manual workload
Customer satisfactionhigher overall satisfaction
Reported stack
LyzrLyzr Agent Platforme-commerce platformsupport portal
Source
https://www.lyzr.ai/case-studies/leading-retail-company-re-imagined-customer-support/
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Customers now receive immediate, accurate answers for common order questions, automated escalation reduces agent manual workload, and consistent support quality is delivered across both chat and voice channels.

What tools did this team use?

Lyzr, Lyzr Agent Platform, e-commerce platform, support portal.

What results were reported?

Customer response speed: immediate, accurate answers for common order-related questions; Support agent manual workload: reduces manual workload; Customer satisfaction: higher overall satisfaction (source-reported, not independently verified).

How is this customer support AI workflow structured?

Customer order query arrives → AI agent answers in real time → Auto-ticket for unresolved queries → Human agents handle complex cases.

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