How an Australian E-Commerce Brand Cut Support Tickets by 70% With a Custom AI Chatbot
Challenge
The brand was receiving 500+ customer queries per day — mostly repetitive questions about orders, returns, and delivery. Their support team was overwhelmed.
Solution
Panabotics built a fully custom AI chatbot trained on their product catalogue, FAQs, and policies — deployed on their website and integrated with their order management system.
Result
70% of queries resolved without human intervention. Support team workload cut in half. Customer response time dropped to under 5 seconds.
How it played out
Macroeconomic pressure meant the brand could not scale headcount linearly with ticket volume. Most tickets were answerable from order status and policy text the team already maintained.
We indexed structured product data and refreshed FAQ content so the model had authoritative answers, with guardrails for refunds and exceptions.
Handoff to agents included conversation context so customers did not repeat themselves — a major satisfaction win.
Leadership tracked containment rate weekly and expanded coverage to WhatsApp once the web channel proved stable.
Prepared by the Panabotics Team — illustrative composite based on typical client results; details anonymised where appropriate.