Retail & E-commerce · Mid-sized omnichannel retail group
65% faster customer response with an AI copilot for store and support teams
Engineered targets
faster first response
of routine queries resolved autonomously
fewer order-status tickets reaching agents
Representative engagements illustrating INFIQON's delivery approach. Client names are withheld; figures illustrate the outcomes these solution patterns are engineered to achieve.
The challenge
Customer queries — order status, returns, size availability, delivery changes — arrived over chat, WhatsApp, email, and phone. Agents swivel-chaired between the order management system, courier portals, and policy documents to answer even simple questions.
During sale events, first-response times stretched past a day, escalations spiked, and experienced agents burned out on questions a system should have answered.
Our approach
- Mapped the top 40 query intents and the systems needed to answer each one
- Built a customer-facing assistant for web and WhatsApp handling order status, returns initiation, and FAQs end to end
- Built an agent-facing copilot that drafts responses with live order, inventory, and policy context
- Automated the returns and delivery-change workflows the assistant triggers
- Weekly intent-quality reviews with the CX team during the first two months
The solution
The customer assistant resolves routine journeys autonomously — authenticated order lookups, returns eligibility, label generation — and hands off to a human with full conversation context when judgment or empathy is needed.
For agents, the copilot turns a five-system hunt into one answer with sources: it surfaces the order timeline, courier status, and the exact policy clause, and drafts the reply in the brand's tone for one-click review.
Facing a similar challenge?
We'll walk you through how this pattern would apply to your systems, data, and controls — and what results to expect.