The support desk that answers itself
Sector Online retailer, around forty staff, high seasonal ticket volume.
The situation
A small support team was drowning in repeat questions. Where is my order, how do I return this, when will you restock. First responses took most of a working day in peak season, and two of four agents did little else but copy and paste the same answers.
What CAPIO did
The assessment named customer service as the fastest win. We built a support assistant that reads the company's own help content and order data, drafts and sends answers for routine cases, and hands anything sensitive to a human with the context attached. Built on a retrieval layer using Ragie over their help centre and policies, wired into the helpdesk with n8n, with a human in the loop on refunds and complaints.
The outcome
- Around two thirds of routine tickets resolved without an agent touching them *representative*
- First response time down from most of a day to under five minutes *representative*
- Two agents redeployed from copy and paste to retention and complex cases *representative*
We did not cut the team. We stopped wasting them on the same ten questions.
- Turning AI activity into a governed programme
- Compliance and competence as the growth engine
- Seeing the whole field, not five percent of it
- An expert made available at scale
- An expert on tap for a small firm
- Fluency across a whole small company
- Catching fraud before it lands
- Contracts read in seconds
- More jobs per van, fewer miles
- Cutting the energy bill on what you already run
- A small dev team that ships like a bigger one
- Keeping subscribers who were quietly leaving
- Lifting the whole field, not just the top performers
- Buying at the right moment, not out of habit
Case studies are anonymised. Representative outcomes are benchmarked to independent research and illustrate typical results rather than a specific client figure.