How ShopFlow Cut Support Costs by $120K/Year
A drowning support team. 800+ daily tickets. 6 exhausted agents. We deployed a GPT-4 AI chatbot that resolved 60% of all queries autonomously — within 8 weeks.
800 Tickets a Day.
6 Agents. Zero Nights Off.
ShopFlow had scaled their product catalog to 2,400+ SKUs across 14 categories. Customer growth was explosive — but their support infrastructure hadn't kept pace. Agents were drowning in repetitive queries while complex issues went unanswered for 18+ hours.
- ✕Processing 800+ daily support tickets with only 6 support agents
- ✕High response times causing cart abandonment and negative reviews
- ✕Repetitive queries consuming 70% of agent bandwidth
- ✕No after-hours support coverage — 40% of customers shopped at night
- ✕Inconsistent answers creating trust issues with customers
An AI Brain Trained
on ShopFlow's DNA.
We didn't deploy a generic chatbot. We built a dedicated AI agent that understood ShopFlow's catalog, policies, and customer language from day one — and got smarter with every conversation.
- GPT-4 chatbot trained on complete product catalog and 3,000+ historical tickets
- Intelligent intent detection handles 97% of common queries autonomously
- Seamless Shopify integration with real-time order and inventory access
- Smart escalation routes complex cases to human agents with full context
- Continuous learning from new interactions improves accuracy monthly
Zero to Deployed in 8 Weeks
Discovery & Data Gathering
Audited 3,000+ historical support tickets. Identified top 40 query categories covering 82% of all tickets. Mapped product catalog structure and policy documents.
AI Training & Architecture
Fine-tuned GPT-4 on ShopFlow's proprietary knowledge base. Built fallback escalation logic for edge cases. Designed multi-intent parsing for complex queries.
Shopify Integration & Testing
Seamless embed into ShopFlow's existing Shopify storefront. Stress-tested with 10,000 synthetic queries. Achieved 97.3% accuracy on validation set.
Soft Launch & Monitoring
Phased rollout to 20% of traffic. Real-time monitoring dashboard deployed. Human agent handoff protocol tuned based on live data.
Full Deployment
Rolled out to 100% of traffic. Onboarded support team to the oversight dashboard. Established quarterly retraining schedule.
The Stack Behind the Results
“Onyx Media transformed our support from a cost center into a competitive advantage. The AI knows our products better than some of our agents did — and it never calls in sick.”
Want Results Like This
for Your Business?
Every business has a unique support challenge. Let's talk about how AI can transform yours — just like it did for ShopFlow.