E-Commerce & Retail

AI Customer Support Resolution Agent for Headless E-Commerce

Built an autonomous Claude support agent directly integrated with Shopify API and Zendesk, resolving order tracking, returns, and sizing inquiries in real time.

Client: Nordic Apparel Direct

Timeline: 3 Weeks

Primary Outcome

78%

Inquiries Resolved Without Human Agents

ClaudeTypeScriptShopify APIpgvectorZendesk

The Challenge

Legacy Bottlenecks & Technical Constraints

The merchant was drowning in over 1,500 daily support tickets during peak season, causing average response times to skyrocket past 18 hours and hurting customer retention.

Repetitive 'Where is my order?' (WISMO) tickets consuming 60% of agent time.

Generic chatbot tools failed to authenticate customers or look up real-time tracking.

High cost of expanding the support team for international 24/7 coverage.

The Engineering Solution

Architectural Design & Implementation

We engineered a custom AI agent powered by Claude with function calling into the Shopify Admin GraphQL API and carrier tracking endpoints.

RAG knowledge base embedding store policies, product catalogs, and return rules.

Secure customer token verification allowing the agent to retrieve live order statuses.

Intelligent human handoff triggering Zendesk tickets with full conversational context.

Strict prompt guardrails preventing discount code abuse and unauthorized refunds.

Core Technologies Deployed

Production technologies selected for high performance, zero technical debt, and enterprise scale.

ClaudeNext.jsTypeScriptPostgreSQLSupabase

The Results

Quantifiable Business & Engineering Outcomes

78%

Autonomous Resolution

Of all incoming customer inquiries resolved completely without human intervention.

12s

First Response Time

Reduced from an 18-hour queue delay to under 15 seconds across all timezones.

-65%

Support Overhead

Reduction in monthly outsourced customer service payroll expenditures.

“This AI agent transformed our peak season operations. It handles tracking inquiries and returns instantly, allowing our core team to focus on high-value VIP customer relationships.”

Astrid Lindholm

VP of Customer Experience, Nordic Apparel

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