E-commerce
Solstice Retail Group
A support agent that resolves order-status, return, and account questions directly through Solstice's order system, escalating everything else with full context.
The problem
Solstice's small support team was buried in order-status and return-request tickets: high volume, low complexity, but still requiring a human to look up the order and respond. Response times during sale periods stretched past 24 hours.
The solution
We built a support agent integrated directly with Solstice's order management API, able to check order status, initiate returns within policy, and answer account questions without a human touching the ticket. Anything outside policy, or anything the customer seems frustrated about, escalates immediately with the full conversation history attached.
Stack
LangChainFastAPIOrder Management APIWeb chat widget
Results
~64%Tickets resolved without a human
24 hrs → under 1 minAverage first response time
24/7 coverage, 0 new hiresSupport hours added