An AI support agent that cut ticket load 42% and lifted CSAT to 4.6/5.
42%
Ticket reduction
4.6/5
CSAT score
24/7
Coverage
2 mo
Time to value
CartPilot's support team was drowning in repetitive tickets. We embedded an AI assistant trained on their product catalog, FAQs, and ticket history — with safe handoff to human agents.
The challenge
Support volume was growing faster than the team could hire. Customers waited hours for basic answers, agents repeated themselves on the same 20 questions, and CSAT was sliding. Off-the-shelf chatbots felt robotic and broke trust.
Our solution
We built a retrieval-augmented AI assistant grounded in CartPilot's product data, policies, and historical resolutions. It handles tier-1 queries instantly, escalates ambiguous cases to humans with full context, and learns from every resolved ticket.
The outcome
Support ticket load dropped 42% in the first month, CSAT rose from 3.8 to 4.6, and the team finally had time to handle high-value, complex cases.
A senior team, predictable cadence, and decisions made in the open.
01
We mapped CartPilot's product catalog, policies, and 18 months of resolved tickets.
02
Vector search over a curated knowledge base with citations on every answer.
03
Confidence thresholds, human escalation paths, and a feedback loop for continuous learning.
04
Weekly evaluation reports, prompt updates, and knowledge-base tuning.
Modern, proven, and chosen for long-term maintainability.
AI & ML
Application
Infra & ops
“We reduced manual operations by 65% after XubrTech built our custom internal platform. They felt like an in-house team.”
Ahmed Khan
COO, CartPilot
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