NeuralDesk

A fast-growing retail group was drowning in support tickets. Their team of agents handled 3,000+ tickets a week, most of them repetitive — order status, returns, sizing. Response times had crept past 14 hours, CSAT was sliding, and hiring more agents only scaled the cost, not the experience.

They didn't want a clunky chatbot that frustrated customers. They wanted something that actually resolved issues — and knew when to hand off to a human.

We started with two weeks of discovery: shadowing agents, tagging ticket types, and mapping which 20% of questions drove 80% of the volume. That told us exactly where AI could earn its place.

We built a retrieval pipeline (RAG) over their help docs, order system and returns policy — so the assistant answers from their truth, not a generic model's guesswork. A confidence threshold decides when to act, when to ask, and when to escalate.

• RAG over docs + live order/returns data via secure tools
• Action layer: the AI can reroute, refund and update orders — with guardrails
• Seamless human handoff with full context, no repeating yourself
• Analytics dashboard so the ops team sees what AI handled and why

A full support platform: an embeddable chat widget, an agent console, and an admin dashboard. Shipped in 11 weeks with weekly demos, then tuned over a month of live traffic before full rollout.

Everything runs on infrastructure they already pay for — no vendor lock-in, no per-seat AI tax. Costs scale with usage, not headcount.

First-response time dropped from 14 hours to under 30 seconds for the majority of tickets. Agents now spend their time on the hard, high-value cases — the work that actually needs a human.

Our support costs dropped 40% in a quarter. The AI desk WeGrapps built handles the volume we used to dread — and customers actually prefer it.