Company overview
Peak-season floods on top of a constant stream of order questions
Peak-season ticket floods
Black Friday and holiday events generated 15x to 30x normal volume, creating multi-day backlogs during the most revenue-critical period of the year.
Repetitive order inquiries
Over 70% of tickets were predictable: where is my order, returns and refunds, promo codes, size and fit, and payment failures, each handled manually.
Cart abandonment from slow support
Shoppers who could not get instant answers about shipping, returns, or products abandoned carts. Support delays were directly costing revenue.
Ballooning headcount costs
Support cost over $4.8M a year, with heavy reliance on seasonal contractors who needed weeks of onboarding and delivered inconsistent quality.
AI-powered support built for the speed of ecommerce
IrisGPT AI chatbot
Trained on the product catalog, shipping policies, return procedures, and promotions, it resolves where-is-my-order, returns, sizing, and promo code questions instantly with brand-consistent answers.
Automated tagging and routing
Tickets are classified by intent (order issue, product question, billing, complaint) and routed to the right team with full context, eliminating manual triage.
Real-time agent assist
Agents see suggested replies, relevant articles, order history, and customer lifetime value, cutting average handle time by 60%.
Pre-purchase AI concierge
Shoppers get proactive answers on shipping times, return policies, product comparisons, and stock, reducing cart abandonment and lifting conversion.
Proactive order updates
Shipping delays and delivery exceptions trigger notifications before customers reach out, deflecting thousands of tickets a week.
IrisAgent completely transformed our support economics. We went from dreading Black Friday staffing to actually looking forward to it. AI handles the surge, our agents focus on VIP customers and complex escalations, and our CSAT has never been higher. The $2.4M in annual savings was just the start — the real win is turning support into a growth channel.
Half the cost, and support that sells
65%+ of customer queries auto-resolved
Order status, returns, refunds, promo codes, and product questions are handled instantly without a human.
50% lower support operating costs
Annual support spend dropped from $4.8M to $2.4M through ticket deflection and higher agent productivity.
8x faster average resolution
Customers get answers in under 30 seconds instead of 4+ hours, even during peak shopping events.
12% higher conversion rate
The pre-purchase concierge reduced cart abandonment by answering buyer questions on product and checkout pages.
Black Friday without extra staff
AI handled a 25x holiday volume spike with no increase in staffing and no drop in response quality.
35-point CSAT improvement
Satisfaction rose from 62 to 97 within six months, driven by instant resolutions and proactive communication.
Why ecommerce brands choose IrisAgent
- Built for ecommerce scale. Handles 15x to 30x volume spikes during peak shopping seasons.
- Commerce-aware AI. Grounded in product catalogs, order management systems, shipping carriers, and return policies.
- Support that drives revenue. A pre-purchase concierge and proactive outreach turn support into a conversion engine.
- Multi-channel coverage. Works across live chat, email, social media, SMS, and self-service help centers.
- Fast deployment. Go live in weeks with integrations into Zendesk, Freshdesk, Salesforce, Shopify, and custom OMS platforms.