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Retail Deployment
Customer Query Resolution System
Deploying an agentic workflow to resolve Tier-1 customer inquiries end-to-end.
Pilot Duration
4 weeks
Measurement Window
8 weeks
Status
Production — ongoing
Methodology
Audit-Ready
Client Context
Retail and e-commerce brand. Support team of 9. 600–900 weekly tickets.
Operational Problem
- —Support backlog during peak periods caused response delays.
Operational Workflow
Before Deployment
- — Manual intake
- — Spreadsheet tracking
- — Delayed operational response
- — Fragmented visibility
After Deployment
- ✓ Structured intake engine
- ✓ Automated prioritisation
- ✓ System-driven routing
- ✓ Operational visibility dashboard
Deployment Timeline
Pilot
Initial deployment on scoped process.
Measurement
Tracking against baseline.
Scale
Full production rollout.
Operational Impact
Tier-1 Auto-resolution
Major capacity shift
0%
58%
Peak Response Time
90% reduction
8–10 hours
under 1 hour
Metrics measured during the first full quarter post-deployment against a four-week pre-deployment baseline.
Scope Limitations
Fraud claims and payment disputes remained manual.
Business Impact
Support capacity shifted toward complex customer cases.
What Stayed Human
- Strategic Decisioning
- Complex Exceptions
- Stakeholder Comms
What We Learned
Standard pilot outcomes met projections; recalibration of rule-based logic occurred in Week 4.
Related Deployments
If your team is managing a similar operational problem, we scope a pilot in 2–3 weeks.
The pilot is production-safe and measured against your operational baseline.