AI Support Agent That Resolves 89% of Tickets Autonomously
A fast-growing DTC brand was spending £180K/yr on customer support. We deployed a multi-channel AI agent that handles order queries, returns, and complaints — 24/7, in 6 languages — saving £160K annually while improving CSAT from 3.9 to 4.7.
The Challenge
Support Costs Scaling Faster Than Revenue
Our client — a DTC health and wellness brand growing at 40% year-on-year — found their support costs growing even faster. With 3,500+ tickets per month and a team of 8, they were hiring reactively and still falling behind. Customer satisfaction was slipping and the team was burning out.
Support team of 8 handling 3,500+ tickets per month — unsustainable at current growth rate
Average first response time of 4.2 hours, leading to cart abandonment and negative reviews
Repetitive queries (order status, returns, product questions) consuming 70% of agent time
No 24/7 coverage — customers in different time zones left waiting until business hours
Inconsistent responses across agents creating compliance and brand voice issues
"We were hiring support agents every quarter just to keep up. The LyraeAI agent didn't just solve our cost problem — it actually made our customers happier. I didn't expect that."
Our Approach
The Solution
Omnichannel Agent Deployment
We deployed the AI agent across the client's website chat, WhatsApp, email, and Instagram DMs — providing a unified support experience across all channels from a single platform.
Deep System Integration
The agent was integrated with Shopify (orders, inventory), their returns portal, and loyalty programme — enabling it to look up real-time order data and take actions, not just answer questions.
Multilingual Capability
Using a fine-tuned multilingual LLM, the agent handles conversations in English, French, German, Spanish, Arabic, and Mandarin — automatically detecting and responding in the customer's language.
Intelligent Escalation Logic
We designed escalation triggers that detect frustration, complex disputes, and high-value customers — seamlessly transferring to human agents with full conversation context pre-loaded.
Brand Voice Training
The agent was trained on 18 months of top-rated support conversations to match the brand's tone — warm, helpful, and on-brand in every interaction.
Continuous Learning Loop
A feedback mechanism flags low-rated interactions for review, with monthly model updates incorporating new product information, policy changes, and edge cases.
Outcomes
The Results
89% of support tickets resolved autonomously — without any human intervention
£160,000 annual saving through support team reallocation to complex, high-value interactions
Customer satisfaction score improved from 3.9 to 4.7 out of 5
Average first response time reduced from 4.2 hours to under 30 seconds
24/7 coverage across all channels and 6 languages — zero additional headcount
Human agents now focus exclusively on complex cases, improving their job satisfaction and retention
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Services Used