Executive Summary
PetStore Direct’s support team was drowning in repetitive calls: ticket status, refund questions, product issues, and basic troubleshooting. The team needed relief — not by hiring more agents, but by reducing the volume of calls that needed a human.
TIN built an AI Support Agent that connects directly to PetStore Direct’s ticket platform, understands issue categories, and can provide real-time updates to customers. It acts like a tier-1 support rep that never tires, never forgets, and never gets overwhelmed.
The Challenge
Customer support faced:
- High call volume around order status, damaged items, and returns
- Slow, manual ticket lookup
- Repetitive conversations that drained agent time
- No way for customers to get simple answers after hours
Customers expected immediate help. The support team couldn’t always deliver.
The Solution
TIN created a Support AI Agent that:
- Authenticates the caller
- Retrieves existing tickets instantly
- Summarizes the latest status
- Creates new tickets when necessary
- Categorizes issues automatically
- Escalates only when the issue is complex
The system behaves like a well-trained support agent, not a script.
What We Delivered (Deep Detail)
Live Ticket Retrieval (Gorgias Integration)
- Pulls ticket history
- Summarizes last agent notes
- Reports fulfillment status
- Provides actionable next steps
Automated Ticket Creation
- Collects necessary customer data
- Detects urgency and category
- Applies proper tags
- Assigns to the correct team or workflow
Natural Conversation Handling
- Understanding of refunds, returns, warranties
- Ability to explain processes (“Here’s what happens next…”)
- Empathy models (“I know how frustrating that can be…”)
Escalation Workflow
If the issue involves something outside automation’s domain (e.g., custom quotes, high-value disputes), the agent flags it and passes it to a human.
Results
The support AI produced:
- Fewer ticket-related calls handled by humans
- Faster access to status updates
- More accurate ticket data
- Less frustration for customers
- Reliable after-hours support
Client Impact
PetStore Direct can now operate as if they had a 24/7 support team — without hiring one.
Customers feel heard, agents feel supported, and issues get resolved faster.
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