Our clients range from fast-moving startups to global companies, all with one goal: design that makes them stand out.
Overview
RetailEdge was drowning in customer support tickets. Their 12-person support team was overwhelmed, response times had hit 18 hours, and customer satisfaction scores were dropping fast. They needed an intelligent, always-on solution that could handle queries across chat and voice — without sacrificing the quality of their customer experience. We built Talk AI: a multi-channel AI agent that handles product questions, order tracking, returns, and escalations. The voice agent integrates directly with their phone line, while the chatbot lives on their website and WhatsApp.
Challenges
The biggest challenge was training the AI on RetailEdge's entire product catalog — over 4,000 SKUs — while ensuring accurate, up-to-date responses. We also had to build a seamless handoff protocol so complex queries reached a human agent with full context, not a cold transfer. Tone consistency across both voice and chat required extensive prompt engineering and testing.
Conclusion
Within 60 days of launch, Talk AI was handling 87% of all inbound queries autonomously. Average response time dropped from 18 hours to under 2 minutes. Customer satisfaction scores improved by 34%, and the support team was redeployed to higher-value tasks. The client saved an estimated $8,400/month in support costs.
