From high-volume manual support to AI-resolved interactions — at scale.

Client context

A fast-growing e-commerce platform serving a large consumer base with tens of thousands of daily support interactions across order tracking, returns, product queries, and account management.

Business challenge

Support contact volume was growing at double the rate of the business. Hiring at pace was not sustainable. Customer satisfaction was declining due to wait times. The support team was spending most of their time on repetitive, low-complexity queries that did not require human judgment.

Constraints & complexity

• Real-time integration required with order management and CRM systems
• High variation in query types with seasonal volume spikes
• Need to maintain brand tone and quality in AI-generated responses
• Multiple support channels: web chat, app, and email
• Fast deployment timeline to address immediate business pressure

Appxerbia approach

Appxerbia will start with a query taxonomy analysis to categorize support volume by type, complexity, and resolution pattern. We will identify the high-volume, low-complexity query clusters most suitable for automation and design a tiered solution: self-service AI for resolvable queries, agent assist for complex interactions, and smart routing for escalations.