A support chatbot that returns 14% of revenue.
A bilingual shopping and support assistant over an 18,000-SKU catalogue — replacing three contact-centre tools with one conversation.
- Client
- Oak & Roam
- Sector
- Outdoor retail
- Built in
- 5 weeks
- Live since
- Nov 2025
- AOV recovered
- +14%AOV recoveredfrom in-chat upsell
- tickets resolved
- 71%tickets resolvedwith no human handoff
- languages
- 2languagesEnglish + Spanish
- median reply
- <2smedian replystreaming answers
Support was a cost centre that lost sales.
Customers asked sizing and returns questions across email, chat and social. Average first reply was 9 hours, and a third of carts with an open question were abandoned before anyone answered.
RAG over the whole catalogue.
We indexed products, policies and 40k past tickets, then built a brand-voiced agent that can look up orders, start returns and recommend alternatives — with a clean handoff to staff when it is unsure.
- Ingestioncatalogue · policies · ticket history
- Retrievalpgvector · hybrid search
- Agentorders · returns · recommendations
- HandoffZendesk with full context
Faster answers, bigger baskets.
Seven in ten conversations now resolve without a human. Because the assistant recommends in-stock alternatives instead of saying "out of stock", average order value on assisted carts is up 14%.
It sounds like us, it knows every product, and it never sleeps. Our team now spends its time on the conversations that matter.