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AI · Case Study
How we cut an ecommerce brand's support costs by 60% with an AI agent
Solidity Labs built a production AI support agent for an ecommerce team that needed faster answers, lower support costs, and cleaner CRM handoffs.
Client
Ecommerce brand · India
Service
AI Agent Development
Timeline
3 weeks
Budget
$3K-$5K
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Start a similar project60%
Reduction in manual support cost
500+
Customer queries handled daily
3
Weeks from discovery to launch
24/7
Automated customer coverage
The challenge
An ecommerce support team was losing hours to repeat questions
The client was handling order status, refund, delivery, and product questions manually across email and chat. Their support team was spending most of the day answering the same questions instead of solving high-value customer issues.
The business needed a system that could answer common questions instantly, check order status through internal systems, and escalate complex conversations with enough context for a human agent to continue smoothly.
Before Solidity Labs
Repeat support questions created avoidable labour cost
Customers waited too long for order and refund updates
Manual CRM notes were inconsistent across agents
The team had no reliable 24/7 first-response coverage
Our solution
What we built and why it worked
We built a GPT-powered AI support agent connected to the client's product FAQ, order workflows, and HubSpot CRM. The agent was trained around the top 200 support questions and designed to escalate anything outside its confidence threshold.
The final build included a website chat interface, structured prompt flows, CRM logging, admin review controls, and analytics for the most common customer issues. The client received a fixed milestone plan before development began.
Delivered outcomes
AI agent trained on real support history and product FAQs
CRM handoff flow with summary notes for human agents
Order and refund query handling through structured workflows
Analytics dashboard for top questions and escalation reasons
Technology stack
Built with the right tools for the project.
AI Models
GPT-4OpenAI API
Orchestration
LangChainPrompt routing
Automation
HubSpot APIEmail alerts
Backend
Next.jsNode.jsPostgreSQL
Development process
How the project moved from first call to delivery.
1
3 days
Discovery and query audit
Mapped common questions, escalation rules, CRM fields, and support team constraints.
2
1 day
Milestone agreement
Confirmed fixed scope, 50% advance, acceptance criteria, and delivery checkpoints.
3
10 days
Agent build
Created the chat flow, prompt rules, knowledge base ingestion, and CRM handoff logic.
4
5 days
Testing and tuning
Tested the top support scenarios and improved confidence thresholds before launch.
5
2 days
Launch and handover
Deployed the agent, trained the support team, and documented admin workflows.
“The support agent removed a huge amount of repetitive work from our team. We still handle sensitive issues personally, but common customer questions are now answered instantly and the weekly rollout was very clear.”
EC
Anonymised Client
Founder · Ecommerce brand · India
Related projects
Similar projects
AI Agent Development project
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Fixed-price proposal within 24 hours · Milestone-protected payment · NDA available.