Direct-to-consumer retail
Routine enquiries resolved before a person sees them, and stock decisions made on surfaced signals.
Incoming customer issues at this direct-to-consumer retailer were read and categorized by hand before anyone could act on them, and inventory signals were reviewed periodically, which meant problems were found late. A small team absorbed the volume by working longer, not differently.
We automated triage of incoming issues into categories, urgency, and recommended action, and surfaced inventory signals with the action they imply rather than as raw data to interpret. Anything the system is not confident about escalates rather than guesses.
The situation
- Incoming customer issues were read and categorized by hand before anyone could act on them.
- Inventory signals were reviewed periodically, which meant problems were found late.
- A small team absorbed the volume by working longer, not differently.
What we built
- Automated triage of incoming customer issues into categories, urgency, and recommended action.
- Inventory signals surfaced with the action they imply, rather than as raw data to interpret.
- Escalation paths for anything the system is not confident about.
What changed in daily operations
- The repetitive portion of the support queue clears itself.
- Stock issues surface while they can still be fixed.
- The team handles judgement cases rather than sorting the inbox.
Related work
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