The Challenge
The e-commerce brand faced rising support volume around orders, returns, and shipping—with costs outpacing revenue growth.
- Most tickets were repetitive order status and return requests
- Support agents lacked real-time order context during conversations
- Slow responses hurt satisfaction during peak sales periods
- Manual workflows increased operational costs per ticket
- No automation between storefront, warehouse, and help desk tools
Peak season broke our support team every year. We needed automation that actually understood orders—not another generic chatbot.
Director of E-commerce Operations
Direct-to-Consumer Brand
Our Solution
We integrated AI order support that pulls live commerce data and resolves common requests before they become tickets.
- Order-aware AI assistants connected to storefront and WMS
- Automated tracking, returns, and refund workflows
- Smart deflection across chat, email, and help center
- Agent console with full order and shipment context
- CSAT and cost analytics tied to automation performance
Customer Requests
- Storefront Chat
- Email & SMS
- Marketplace Orders
- OMS & WMS
AI Order Engine
- Order Lookup
- Return Automation
- Shipping Updates
- Escalation Rules
Support & Ops
- Agent Console
- Live Order Context
Commerce Ops Hub
- Order Status Board
- SLA & Exception Alerts
- CSAT & Cost Reports
The Results
AI support automation launched before peak season and sustained high deflection rates without sacrificing customer experience.
65%
Ticket deflection rate
40%
Lower operational costs
2.5x
Customer satisfaction lift
4x
Faster resolution on order issues
Viiva AI Systems handled our order volume spike without adding headcount. Customers get instant answers, and our team handles the exceptions.
Director of E-commerce Operations
Direct-to-Consumer Brand
Technologies Used
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