Support tickets, resolved before breakfast

Northwave’s support team was handling roughly 1,900 tickets a month across email and chat — order status, returns, address changes, and the occasional genuinely hard problem buried underneath. Three people spent their entire week keeping the queue under control, and response times still averaged 26 hours.

We deployed an AI triage agent connected to their help desk, order management system, and shipping providers. It reads every incoming ticket, pulls the relevant order data, and resolves the routine cases end to end — issuing refunds under a policy threshold, updating addresses, and answering status questions with live tracking data. Anything ambiguous or sensitive is summarised and routed to a human with full context attached.

Within eight weeks, 72% of tickets were being resolved without human involvement, and average response time fell from 26 hours to 4.2. The support team now works exclusively on the cases that actually need judgment — and the queue no longer dictates the shape of their week.