Autonomous Customer Support Scaling for a Global Retailer
Industry
Enterprise Retail
Client
EuroTrade Group
Year
2025
Key Metrics
74%
Ticket Automation
€1.8M
Cost Savings
<5s
Response Time
Tech Stack
Business Challenge
EuroTrade was drowning in 40,000+ support tickets weekly across 5 EU markets. Manual scaling was prohibitively expensive, and response times were exceeding 48 hours, leading to customer churn.
Our Solution
We engineered a custom AI Support Agent using GPT-4o and RAG (Retrieval-Augmented Generation). The agent was grounded in their private product catalogs and return policies, integrated directly into Zendesk and Gorgias, handling queries in 5 languages natively.
Strategic Impact
74% of support volume resolved autonomously without human intervention.
Customer Satisfaction (CSAT) increased from 3.8 to 4.7/5.0 due to instant resolution.
Annual support overhead reduced by €1.8 million.
Zero compliance issues across GDPR-sensitive customer data flows.