Lumen Supply Co.
E-commerce
2025
5 weeks
Shopify / Gorgias / OpenAI / ShipBob
Tickets resolved without a human
First response, was 4 hours
Points of customer satisfaction
[CASE] Field notes
Written with the client team. Numbers are measured against the eval set agreed in the audit.
The problem
Lumen sells lighting and home goods online and ships 1,900 orders a day. Support was six people and a backlog that doubled every sale.
What we built
A triage agent reads every new ticket, checks the order, the carrier and the return policy, and answers the simple ones directly. Anything involving money, damage or an upset customer goes to a person with a summary, the order history and a suggested reply.
How it runs
The agent can only use a fixed set of actions: look up an order, send a tracking link, start a return under 30 days, resend a discount code. Refunds always need a person. Every answer is sampled daily and scored against a rubric the support team wrote.
Results
61% of tickets are now resolved without a person, first responses dropped from four hours to nine minutes, and satisfaction rose twelve points.
[Q] From the client
Rosa Delgado, Head of Customer Experience, Lumen Supply Co.
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