24/7 AI Customer Support

AI Customer Support for an E-Commerce Brand

Service
Multilingual AI-powered support via WhatsApp and email, integrated with order management.
Clients
AuraHome (Berlin, Germany)
Date
January 2025
Software
COPTIMAS (Business Plan), Shopify, WhatsApp Business API, Gmail, and n8n for data enrichment.
Location
New York City

Transforming Ideas into Interactive Reality. Elevating Brands Design & Code

Challenge:
AuraHome received 1,200+ weekly support queries—mostly about order status, shipping delays, and returns. Their 3-person support team was overwhelmed, leading to 48+ hour response times and rising cart abandonment.

Solution:
COPTIMAS deployed a custom AI agent trained on:

  • Product catalog, shipping policies, and return guidelines
  • Past customer service transcripts (translated into English, German, French, and Spanish)
  • Real-time order data from Shopify via n8n

The AI agent handled:

  • Instant WhatsApp replies to “Where’s my order?”
  • Automated return label generation
  • Escalation to human agents for complex issues (with full context)

Innovative Design Solutions Tailored to Your Brand

Results:

  • 72% of queries resolved instantly without human intervention
  • Average response time dropped from 48 hours to 90 seconds
  • Support team capacity freed up to focus on upselling (revenue from support chats ↑ 18%)
  • Customer satisfaction (CSAT) rose from 3.9 to 4.7/5

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