Retail & E-Commerce
Omnichannel Customer Support
6 autonomous agents handle customer support across all channels. 80% of issues resolved without human intervention.
Agentic AI Workflow
6 agents handle omnichannel customer support from product inquiries to post-purchase experience
The Challenge
Fragmented support channels meant customers repeated themselves and agents lacked context
An omnichannel retailer handling 2M support tickets annually across web chat, app, email, phone, and social media had a CSAT score of 3.2/5. Customers switching channels had to repeat their issue, and agents lacked visibility into interactions on other channels.
Average handle time was 12 minutes, with 60% of that spent on identity verification and information gathering. Simple requests like order tracking, return status, and refund processing could only be handled by human agents. The support team of 400 agents faced 35% annual turnover due to repetitive work and high call volume.
The retailer needed a unified support system that could resolve routine issues instantly across all channels while preserving full context for complex escalations.
The Solution
Six agents that intake, classify, resolve, and escalate across every channel seamlessly
Vijan.AI deployed 6 agents powering unified support. The Intake agent normalizes requests from all channels into a unified format with customer identity resolution. The Classifier routes by intent across 40+ categories. The Order Resolver handles tracking, returns, exchanges, and refunds via OMS API. The Billing Resolver manages charge adjustments, promo codes, and payment issues. The Technical Resolver troubleshoots product issues using knowledge base and product documentation. The Escalation agent transfers complex cases to human agents with full cross-channel interaction history and recommended solutions.
Autonomous Agents
How each agent reasons, decides, and acts
Step 1 · Routing
Omnichannel Support Agent
Intelligent Omnichannel Routing
Classifies customer intents and routes inquiries to specialized agents across all channels (chat, email, phone, social).
Input
Customer messages, channel metadata, conversation history
Output
Classified intents with agent assignments
- Calls intent classification tool to categorize inquiries (product, order, return, complaint)
- Calls channel routing tool to assign to appropriate specialist agent
- Autonomous decision: escalate complex or high-value customers to human agents
- Routes classified inquiries to specialized agents for resolution
Step 2 · Product Info
Product Inquiry Agent
Product Information and Recommendations
Answers product questions, provides specifications, and recommends alternatives using catalog data.
Input
Product questions, catalog database, inventory status
Output
Product answers with recommendations
- Calls catalog search tool to retrieve product details, specs, and availability
- Calls specification comparison tool to help customers compare options
- Autonomous decision: recommend in-stock alternatives if requested item unavailable
- Routes product recommendations to customer and captures inquiry data for analytics
Step 3 · Returns
Returns & Exchanges Agent
Automated Returns and Exchanges
Processes return requests, validates eligibility, generates return labels, and initiates refunds.
Input
Order details, return reason, return policy, refund method
Output
Return authorization with shipping label
- Calls return policy tool to validate eligibility based on time window and condition
- Calls label generation tool to create prepaid return shipping labels
- Autonomous decision: approve simple returns, flag suspicious patterns for review
- Routes return authorizations to warehouse and refund processing
Step 4 · Tracking
Order Tracking Agent
Real-Time Order Tracking
Provides order status updates, shipment tracking, and delivery ETAs to customers.
Input
Order number, carrier tracking, shipment events
Output
Order status with ETA and tracking link
- Calls shipment query tool to retrieve real-time tracking from carriers
- Calls ETA prediction tool to estimate delivery times based on current location
- Autonomous decision: proactively notify customers of delays, offer compensation for late deliveries
- Routes tracking updates to customer via preferred channel (SMS, email, app)
Step 5 · Resolution
Complaint Resolution Agent
Complaint Detection and Resolution
Identifies customer complaints, assesses sentiment, and routes to appropriate resolution path.
Input
Customer messages, sentiment signals, complaint history
Output
Resolution actions with customer satisfaction tracking
- Calls sentiment detection tool to identify frustrated or angry customers
- Calls escalation routing tool to prioritize high-risk complaints for immediate attention
- Autonomous decision: offer refunds, discounts, or expedited replacements to resolve issues
- Routes resolved complaints to post-purchase agent for follow-up and retention
Step 6 · Follow-Up
Post-Purchase Experience Agent
Post-Purchase Engagement
Conducts post-purchase surveys, requests reviews, and nurtures customer relationships to drive repeat purchases.
Input
Delivered orders, customer profiles, purchase satisfaction
Output
Survey responses and review submissions
- Calls survey tool to send CSAT and NPS surveys post-delivery
- Calls review request tool to encourage customers to share feedback on products
- Autonomous decision: offer incentives for reviews, trigger retention campaigns for detractors
- Routes feedback to product teams and marketing for continuous improvement
Results
Measurable impact within 90 days of deployment
Auto-Resolution Rate
80% of support requests resolved without human intervention. Remaining 20% escalated with full context.
CSAT Score
Customer satisfaction improved from 3.2 to 4.6 out of 5. First-contact resolution rate reached 92%.
Response Time
Average first response time reduced from 8 minutes to under 30 seconds across all channels.
Annual Savings
Support team optimized from 400 to 180 agents handling only complex escalations. Average handle time reduced 70%.
Implementation
From pilot to production in 12 weeks
Agent Design & Tool Integration
Defined agent capabilities, connected ML model, rules engine, graph DB, and chargeback API tools. Configured orchestrator routing logic.
Shadow Mode & Autonomous Tuning
Agents ran in shadow mode on 10% of transactions. Tuned decision thresholds, tool call parameters, and feedback loop retraining frequency.
Full Autonomous Deployment
Production rollout across all channels. Agents operating fully autonomously with human-in-the-loop for critical escalations only.
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