01 · AI integration · E-commerce
AI customer advisor for online retail
A growing online retailer was struggling with rising support volume. 70% of tickets were standard questions — which the team answered from scratch every day.
- GPT-4o
- RAG
- Shopify API
- n8n
- Fine-tuning
- 68%
- of inquiries handled autonomously
- 18 h → 90 s
- first response time reduced
- ≈ €180
- monthly operating costs
01 · Problem
An online retailer with more than 8,000 products had a 3-person support team answering the same questions every day: delivery times, product details, returns. Average first response time: 18 hours. The team was overloaded, and customer satisfaction was dropping.
02 · Solution
vona built a RAG-based chatbot on top of GPT-4o. The bot connects to the full product catalog, the FAQ database and the order history via API — so it always "knows" what is in stock right now, when an order will arrive, and what the return policy is. Integrated directly into the Shopify store via a widget. No separate dashboard needed for the team — the bot automatically escalates complex cases by email.
03 · Result
68% of all incoming support inquiries are handled fully autonomously. First response time dropped from 18 hours to under 90 seconds. Today the support team works exclusively on complex, escalated cases and has capacity for proactive customer service. Operating costs of the system: approx. €180 per month.
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