Intelligent customer service bot integrating with Shopify and Zendesk, automating 85% of order tracking and refund queries.
Client
Project Type
Region
Duration
The Problem to Solve
During holiday sales spikes, Solstice's support queue experienced 36-hour ticket backlogs. Simple questions about order status, return policies, and shipping updates overwhelmed support representatives.
Engineering & Strategy
We developed and deployed an omnichannel AI assistant connected to Shopify APIs, Zendesk tickets, and WhatsApp Business, capable of looking up customer orders, generating instant return labels, and answering FAQs.
Delivered Results
The AI assistant resolves 85% of incoming customer queries without human intervention, slashing first-response times from 36 hours down to 10 seconds and lifting customer satisfaction (CSAT) to 4.8 out of 5 stars.
Delivered Scope & Key Capabilities
Shopify & Zendesk API bidirectional sync- WhatsApp, Instagram & web integration
- Autonomous return label generation
- Sentiment analysis & escalation routing
- Multi-lingual translation support
- Real-time CSAT analytics dashboard
Real Results Delivered for Solstice
Key operational milestones and performance indicators achieved following deployment.
Instant Customer Relief
First-touch response time dropped from 36 hours to under 10 seconds during Black Friday cyber week.
Key Takeaways & What the Client Can Now Do
Resolve customer queries 24/7 across website, WhatsApp, and social channels.
Perform live transactional actions like looking up orders and issuing return labels.
Escalate negative sentiment or complex inquiries to human agents seamlessly.
Eliminate support backlogs during seasonal sales spikes and product launches.
Deliver multi-lingual assistance across international markets automatically.
