Ask Orbit
AI customer support agent
Overview
Ask Orbit is an AI-powered support agent that handles first-line customer questions for a fast-growing e-commerce brand — order status, returns, and product questions — before handing off anything it can't confidently resolve to a human.
The Challenge
The support team was drowning in repetitive tickets — order status, return policy, sizing questions — that ate up hours every day and delayed responses to genuinely complex issues. Hiring further wasn't sustainable at their ticket volume.
The Solution
We built a retrieval-augmented support agent trained on their help docs, order system, and return policy, with tool-calling into their order management API to pull real order status. It escalates to a human whenever confidence is low or a customer asks explicitly, and every conversation is logged for the support team to review.
Results
- 72%
- Tickets resolved without a human
- <10s
- Average first response time
- 35 hrs/wk
- Support time freed up