Customer service teams are often overwhelmed with repetitive inquiries, ticket backlogs, and long response times, especially at fast-growing startups. This case study highlights how a direct-to-consumer (DTC) e-commerce company used Loubby AI to implement an AI Customer Support Agent that autonomously handled 70% of inbound tickets, improved response time by 60%, and significantly increased customer satisfaction.
Company Background
- High email and chat volume
- Repetitive inquiries (such as shipping, returns, and order status)
- Delays during peak sales periods
- Inconsistent quality in responses
The company used tools like Zendesk, Shopify, Klaviyo, and Gmail. Their goal was to scale support without doubling headcount or compromising service quality.
Challenges
- Over 800 repetitive support tickets per month
- 24 to 48-hour average response time
- Lack of real-time order tracking support
- Burnout among human CSRs handling the same questions repeatedly
Why Loubby AI?
Loubby AI offered a no-code AI agent specifically designed for high-volume customer support environments. The company was impressed by:
- Fast setup (in less than 2 weeks)
- Seamless integration with Zendesk and Shopify
- Support for both email and live chat
- Ability to escalate to human reps when needed
Implementation Process
Week 1: Workflow Discovery and Knowledge Base Setup
Loubby’s team reviewed:
- Top 100 most common customer service questions
- Order status flows from Shopify
- Return and refund policies
- Existing Zendesk macros and help center content
They then helped structure a modular AI agent that could handle:
- Order tracking inquiries
- Shipping delays
- Return and refund requests
- Basic product FAQs
- Escalation and handoff protocols
Week 2: AI Agent Build
Loubby AI deployed a tailored AI Customer Support Agent with these components:
- Inquiry Classifier Agent – Identified ticket types and routed them to the right flow.
- Order Lookup Agent – Pulled real-time order data from Shopify to answer shipping and status requests.
- FAQ Responder Agent – Provided accurate responses based on the help center and past ticket history.
- Return Assistant Agent – Guided customers through returns and refunds based on company policy.
- Escalation Agent – Escalated edge cases or sensitive complaints to a human rep via Zendesk tagging.
Week 3: Internal Testing and Agent Training
Loubby ran simulations on past tickets. Results:
- 72% of tickets resolved by AI
- 91% accuracy in FAQ responses
- 87% customer satisfaction rate in beta survey
Human reps were trained to supervise AI handoffs and fine-tune language as needed.
Week 4: Live Deployment
The AI Agent went live across email and chat. Human CSRs focused only on escalated issues or complex cases. A Slack channel was set up to monitor agent performance in real time.
Results After 3 Months
- 70% of tickets handled end-to-end by AI
- 60% faster average response time (from 36 hours to 14.2 hours)
- 25% increase in CSAT score, with positive comments on response speed
- $54,000 in annual savings, avoiding two new CSR hires
- Reps spent 80% more time on high-impact tickets such as chargebacks and complaints
Key Takeaways
- The AI Agent dramatically improved scalability without sacrificing quality.
- Integration with existing tools (Zendesk, Shopify, Gmail) was smooth.
- Customers responded positively when their issues were resolved quickly, even by AI.
- Human CSRs now operate as escalation and quality supervisors, not inbox managers.
Client Testimonial
“Loubby AI changed the game for us. Our team is less stressed, our customers get faster answers, and we didn’t have to hire more people. I honestly can’t imagine going back.”
— Customer Experience Lead, DTC Skincare Brand
What’s Next
The company is now working with Loubby to implement:
- A proactive AI outreach agent for abandoned cart recovery
- AI sentiment analysis to identify at-risk customers
- Weekly customer service dashboards generated by AI
Conclusion
AI doesn’t replace your team — it enhances it. With Loubby AI, customer support teams can automate the mundane, respond faster, and create better experiences across the board.
Ready to build your own AI Customer Support Agent? Visit www.loubby.ai to get started today.