[{"data":1,"prerenderedAt":521},["ShallowReactive",2],{"case-cases_en-retail-customer-care":3,"case-more-cases_en-retail-customer-care":141},{"id":4,"title":5,"after":6,"agents":33,"before":36,"body":41,"built":48,"capabilities":76,"client":77,"description":45,"draft":78,"extension":79,"facts":80,"flagship":78,"hue":71,"industry":93,"industryLabel":83,"meta":94,"metrics":95,"metricsNote":105,"moreCases":106,"moreRow":110,"navigation":113,"path":114,"resultQuote":76,"seo":115,"stem":116,"summary":117,"teaser":118,"timeline":119,"__hash__":140},"cases_en\u002Fcases\u002Fretail-customer-care.md","Customer care that ==never closes.==",{"title":7,"lede":8,"rows":9},"What changed.","Measured from the command center, against the metric agreed in week one.",[10,14,18,22,26,30],{"metric":11,"before":12,"after":13},"First response time","9 hours","30 seconds",{"metric":15,"before":16,"after":17},"Tickets resolved without a person","0%","58%",{"metric":19,"before":20,"after":21},"Monday backlog","~900","0",{"metric":23,"before":24,"after":25},"Customer satisfaction (CSAT)","4.1","4.6",{"metric":27,"before":28,"after":29},"Languages answered","2","5",{"metric":31,"before":32,"after":21},"Temporary hires for peak season","6",[34,35],"Classifier","Responder",{"title":37,"paragraphs":38},"Monday mornings started with 900 tickets.",[39,40],"Order status, returns, sizes, delivery dates. Most tickets were the same ten questions, across email, chat and WhatsApp. Every weekend left a backlog the team spent Monday clearing.","Slow answers meant abandoned carts and angry reviews. Peak season meant six temporary hires who needed weeks to learn the policies.",{"type":42,"value":43,"toc":44},"minimark",[],{"title":45,"searchDepth":46,"depth":46,"links":47},"",2,[],{"title":49,"lede":50,"nodes":51,"approvalRule":73,"sharedMemory":74,"connectedTo":75},"Every channel, one brain, ~~your policies.~~","The agents work inside Zendesk and Shopify. 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Figures are representative.",[107,108,109],"ecommerce-marketplace","logistics-inbox","services-reporting",{"title":111,"agents":112},"Customer care that never closes.","Classifier · Responder",true,"\u002Fcases\u002Fretail-customer-care",{"title":5,"description":45},"cases\u002Fretail-customer-care","A UK online fashion retailer answered customers from 9 to 6, five days a week. Their customers shop at midnight. Now two agents answer in seconds, every day, and the care team handles only what needs a human.",{"value":97,"label":98,"title":111},[120,124,128,132,136],{"week":121,"name":122,"detail":123},"WEEK 0","Diagnose","Three months of tickets analysed. The top ten questions covered 70% of the volume.",{"week":125,"name":126,"detail":127},"WEEK 1","Map","Access to Shopify and Zendesk. 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A handful of people.",[171,172],"Every flash sale meant supplier files to clean, product pages to write in several languages, prices to check against margins and stock to reconcile with the warehouse. Then the tickets, the refunds and the campaign reports.","The team was great. There just weren’t enough hours, and the work that made money, like pricing and recovering stalled stock, always came last.",{"type":42,"value":174,"toc":175},[],{"title":45,"searchDepth":46,"depth":46,"links":176},[],{"title":178,"lede":179,"nodes":180,"approvalRule":194,"sharedMemory":195,"connectedTo":196},"A full Agentic OS, ~~inside their own CRM.~~","Eight departments, from commerce to wallet, each with lead agents, specialists and a judge.",[181,184,188,191],{"glyph":53,"label":182,"detail":183,"hue":56,"kind":57},"The CRM","Orders, catalogue, suppliers, tickets, campaigns and wallet in one back-office.",{"glyph":185,"label":186,"detail":187,"hue":71,"kind":62},"O","Jarvis, the orchestrator","One chat for the whole company. Understands the ask and runs the right teams in parallel.",{"glyph":189,"label":167,"detail":190,"hue":61,"kind":62},"8","Commerce, support, marketing, operations, analytics, wallet, catalogue, platform.",{"glyph":68,"label":192,"detail":193,"hue":71,"kind":72},"Judges + your team","A judge on a different model checks every team’s answer. Money and order changes always go to a person.","Refunds, prices and order changes are never executed without a person","Catalogue, margins, policies, customer history, twelve months of tickets","Their CRM · storefront · ERP · Google and Meta Ads · email, SMS, push, WhatsApp · payments · couriers",{"title":198,"lede":199,"groups":200},"Everything a growing store ==wishes it had.==","Twenty-six capabilities, all in one OS. Every one of them can be built for your business.",[201,234,264],{"group":202,"items":203},"Sell more",[204,207,212,215,218,221,224,228,231],{"glyph":64,"name":205,"detail":206,"hue":66},"Cart recovery","Brings abandoned carts back, and proposes each week how to recover more, measured 28 days later.",{"glyph":208,"name":209,"detail":210,"hue":211},"A","Customer insights","Persona, churn risk and next best action for every buyer, refreshed every night.","aqua",{"glyph":208,"name":213,"detail":214,"hue":211},"Synthetic customers","Two AI persona models predict opens, clicks and unsubscribes before a send, and can block a launch.",{"glyph":59,"name":216,"detail":217,"hue":61},"Segments in plain words","Describe an audience, get the rules and the real count. New segments are found and named daily.",{"glyph":64,"name":219,"detail":220,"hue":66},"Campaign planner","One brief becomes an email, SMS, push and Google Ads plan, with audience and cost.",{"glyph":64,"name":222,"detail":223,"hue":66},"Segment sends","Newsletter, SMS and push studios write for each segment, in four languages.",{"glyph":225,"name":226,"detail":227,"hue":56},"S","Ads assistants","Read Google and Meta Ads, find wasted spend, propose what to pause, boost or scale.",{"glyph":64,"name":229,"detail":230,"hue":66},"Social studio","Weekly Facebook and Instagram plan, captions and hashtags, inbox triage with reply drafts.",{"glyph":208,"name":232,"detail":233,"hue":211},"Sales reaction","Reads sales as they move and adapts campaigns, offers and stock pushes the same day.",{"group":235,"items":236},"Protect margin",[237,240,243,246,249,252,255,258,261],{"glyph":59,"name":238,"detail":239,"hue":61},"Margin guard","A hard veto on any price or offer below the floor, after returns, fees and shipping. No agent writes a price.",{"glyph":208,"name":241,"detail":242,"hue":211},"Return oracle","Measured return rates and the expected return cost per product, inside every margin calculation.",{"glyph":208,"name":244,"detail":245,"hue":211},"Dead stock recovery","Finds stock with no sale in 60 days and drafts the discount, with copy that quotes the breakeven.",{"glyph":208,"name":247,"detail":248,"hue":211},"Warehouse watch","Daily stalled-stock value, articles invisible to the store and divergences, grouped into clearance proposals.",{"glyph":59,"name":250,"detail":251,"hue":61},"Wallet fraud review","Fourteen audit rules and an AI team trace every suspicious credit, refund and balance, nightly.",{"glyph":208,"name":253,"detail":254,"hue":211},"Loss reasons","Mines tickets, returns and failed recoveries into cited reasons why sales are lost.",{"glyph":59,"name":256,"detail":257,"hue":61},"Supplier price check","Judges every dropship price against your pricing rules, every hour.",{"glyph":208,"name":259,"detail":260,"hue":211},"Daily action brief","Every morning at six: what moved yesterday, why, and what to do about it.",{"glyph":225,"name":262,"detail":263,"hue":56},"Competitor analysis","Tracks competitor prices, launches and promotions and says where you are exposed.",{"group":265,"items":266},"Run the back-office",[267,270,273,276,279,282,285,288],{"glyph":185,"name":268,"detail":269,"hue":71},"Jarvis, one chat","Any business question, routed to six teams in parallel, every answer judged.",{"glyph":64,"name":271,"detail":272,"hue":66},"Support replies","Triage, refund and policy answers, and drafts that send themselves when the judge allows.",{"glyph":59,"name":274,"detail":275,"hue":61},"Supplier imports","Messy supplier files resolved to categories, attributes and products, re-checked by a judge.",{"glyph":64,"name":277,"detail":278,"hue":66},"Product studio","Product, category, brand and page copy with SEO and AI-search content, in four languages.",{"glyph":225,"name":280,"detail":281,"hue":56},"Logistics","Courier diagnosis, shipping rules per market, tracking and labels.",{"glyph":59,"name":283,"detail":284,"hue":61},"Company memory","FAQs, policies, twelve months of ticket resolutions and documents, searchable, with contradiction alerts.",{"glyph":185,"name":286,"detail":287,"hue":71},"Lessons with a human gate","Judge and human feedback distilled nightly into lessons a person approves before agents use them.",{"glyph":208,"name":289,"detail":290,"hue":211},"Smart reports","Ask in plain words, get charts, tables and commentary, on a schedule.",[292,294,297,299],{"label":82,"value":293},"Fashion e-commerce",{"label":295,"value":296},"Scope","Full back-office",{"label":88,"value":298},"90, in 8 departments",{"label":91,"value":300},"First squad in 30 days","ecommerce","E-commerce marketplace",{},[305,308,311],{"value":306,"label":307},"90","agents in production",{"value":309,"label":310},"440+","tools they can use",{"value":312,"label":313},"9","judges checking their work",[108,315,109],"retail-customer-care",{"title":317,"agents":298},"90 agents run a fashion marketplace’s back-office.","\u002Fcases\u002Fecommerce-marketplace",{"title":144,"description":45},"cases\u002Fecommerce-marketplace","A fashion flash-sales marketplace moves thousands of products a week across suppliers, campaigns, orders and support. We built its Agentic OS inside the CRM: 90 agents in eight departments, one orchestrator the whole team talks to, and a judge on every team that checks the answers.",{"value":306,"label":307,"title":323},"One marketplace. 90 agents. Every team judged.",[325,327,329,331,333],{"week":121,"name":122,"detail":326},"Mapped the back-office with each team: where the hours go, where the money leaks.",{"week":125,"name":126,"detail":328},"Access to the CRM and data. First metric signed off: support first response time.",{"week":129,"name":130,"detail":330},"Support squad built: triage, reply drafter, refunds specialist and a judge.",{"week":133,"name":134,"detail":332},"Shadow mode on live tickets, with handoff rules the team could tune.",{"week":137,"name":138,"detail":334},"Support squad live. Then one new squad a month: catalogue, pricing, marketing, reports.","LAAYgBvO1GNVlGpALdM1Qqb8B0T0mbMeI35JLP6UjuQ",{"id":337,"title":338,"after":339,"agents":362,"before":363,"body":368,"built":372,"capabilities":76,"client":389,"description":45,"draft":78,"extension":79,"facts":390,"flagship":78,"hue":66,"industry":396,"industryLabel":280,"meta":397,"metrics":398,"metricsNote":105,"moreCases":405,"moreRow":406,"navigation":113,"path":408,"resultQuote":76,"seo":409,"stem":410,"summary":411,"teaser":412,"timeline":413,"__hash__":424},"cases_en\u002Fcases\u002Flogistics-inbox.md","The inbox that ==answers itself.==",{"title":7,"lede":8,"rows":340},[341,345,348,352,356,358],{"metric":342,"before":343,"after":344},"Time to first answer","6 hours","4 minutes",{"metric":346,"before":16,"after":347},"Emails handled without a person","62%",{"metric":349,"before":350,"after":351},"Time spent sorting the inbox","3 h\u002Fday","15 min\u002Fday",{"metric":353,"before":354,"after":355},"Claims waiting over 24 h","~40","3",{"metric":27,"before":28,"after":357},"4",{"metric":359,"before":360,"after":361},"SLA penalties per month","€3,200","€300",[34,35],{"title":364,"paragraphs":365},"One inbox. Every problem in it.",[366,367],"Every booking change, delivery question and damage claim landed in one shared inbox. Around 600 emails a day, in Italian, English, German and French, many with PDFs attached. A team of eight spent most of the morning just deciding who should answer what.","Answers took six hours on a good day. Urgent claims waited behind routine questions, and late replies cost SLA penalties every month. Hiring more people only made the queue move sideways.",{"type":42,"value":369,"toc":370},[],{"title":45,"searchDepth":46,"depth":46,"links":371},[],{"title":373,"lede":374,"nodes":375,"approvalRule":386,"sharedMemory":387,"connectedTo":388},"Two agents, one rule, ~~zero new apps.~~","Everything runs inside the tools the team already used: Outlook, the TMS and Teams.",[376,379,381,383],{"glyph":53,"label":377,"detail":378,"hue":56,"kind":57},"Shared inbox","Emails, forms and PDFs arrive as before. Nothing changes for customers.",{"glyph":59,"label":34,"detail":380,"hue":61,"kind":62},"Reads each email and attachment, tags type, urgency and shipment, routes it.",{"glyph":64,"label":35,"detail":382,"hue":66,"kind":62},"Checks the TMS and answers status and booking questions in the customer’s language.",{"glyph":68,"label":384,"detail":385,"hue":71,"kind":72},"Your team","Claims and anything over the limit go to a person in Teams, fully prepared.","Claims and rate changes over €1,000 go to a person","Service terms, rate cards, customer history","Outlook · TMS · Teams","Logistics operator, Italy",[391,392,394,395],{"label":82,"value":280},{"label":85,"value":393},"Customer operations",{"label":88,"value":89},{"label":91,"value":92},"logistics",{},[399,401,403],{"value":400,"label":98},"€87k",{"value":402,"label":101},"€45k",{"value":404,"label":104},"~6 mo",[107,315,109],{"title":407,"agents":112},"The inbox that answers itself.","\u002Fcases\u002Flogistics-inbox",{"title":338,"description":45},"cases\u002Flogistics-inbox","An Italian logistics operator was losing days to a shared inbox. Two agents now read, sort and answer it, and the team only steps in when a decision is worth a person.",{"value":400,"label":98,"title":407},[414,416,418,420,422],{"week":121,"name":122,"detail":415},"Two days with the team. Real emails sorted by hand to learn the patterns.",{"week":125,"name":126,"detail":417},"Access to Outlook and the TMS. Success metric signed off: time to first answer.",{"week":129,"name":130,"detail":419},"Classifier and Responder wired in, rules written with the ops lead.",{"week":133,"name":134,"detail":421},"Shadow mode: agents drafted, people sent. Accuracy checked every day.",{"week":137,"name":138,"detail":423},"Agents answering on their own. Team trained. Command center on.","OgcMNawEmUTa8znObDNt8NGhuyB-QRnSKgdku9Ojl_Q",{"id":426,"title":427,"after":428,"agents":454,"before":457,"body":462,"built":466,"capabilities":76,"client":483,"description":45,"draft":78,"extension":79,"facts":484,"flagship":78,"hue":211,"industry":492,"industryLabel":486,"meta":493,"metrics":494,"metricsNote":105,"moreCases":500,"moreRow":501,"navigation":113,"path":504,"resultQuote":76,"seo":505,"stem":506,"summary":507,"teaser":508,"timeline":509,"__hash__":520},"cases_en\u002Fcases\u002Fservices-reporting.md","Friday reports that ==write themselves.==",{"title":7,"lede":8,"rows":429},[430,434,438,442,446,450],{"metric":431,"before":432,"after":433},"Partner hours on the weekly report","14 h","1 h",{"metric":435,"before":436,"after":437},"New client onboarding","2 weeks","3 days",{"metric":439,"before":440,"after":441},"Report errors per month","~12","1",{"metric":443,"before":444,"after":445},"Proposal turnaround","5 days","Same day",{"metric":447,"before":448,"after":449},"Projects flagged over budget early","Rarely","Every week",{"metric":451,"before":452,"after":453},"Hours left unbilled per month","~20 h","~4 h",[455,456],"Analyst","Orchestrator",{"title":458,"paragraphs":459},"Senior people doing junior work.",[460,461],"Hours, invoices, pipeline and project status lived in four different tools. Every Friday, the partners exported, pasted and checked. Every new client meant two weeks of emails to collect documents and set up the project.","The most expensive people in the firm were the ones doing the copy-paste. And hours nobody logged on time never made it onto an invoice.",{"type":42,"value":463,"toc":464},[],{"title":45,"searchDepth":46,"depth":46,"links":465},[],{"title":467,"lede":468,"nodes":469,"approvalRule":480,"sharedMemory":481,"connectedTo":482},"Two agents that do ~~the admin nobody bills for.~~","Connected to HubSpot, Google Drive, QuickBooks and Slack. Partners read the report in Slack, as before.",[470,473,475,477],{"glyph":53,"label":471,"detail":472,"hue":56,"kind":57},"HubSpot, QuickBooks, Drive","Hours, invoices, pipeline and documents, where they already are.",{"glyph":185,"label":456,"detail":474,"hue":71,"kind":62},"Runs onboarding: collects documents, sets up the project, books the kickoff.",{"glyph":208,"label":455,"detail":476,"hue":211,"kind":62},"Writes the weekly report and flags projects over budget and hours not yet billed.",{"glyph":68,"label":478,"detail":479,"hue":71,"kind":72},"Partners","Anything sent to a client is approved by the account lead first.","Anything client-facing is approved by the account lead","Past proposals, rate cards, project templates, client history","HubSpot · QuickBooks · Google Drive · Slack","Consulting firm, United States",[485,487,489,491],{"label":82,"value":486},"Professional services",{"label":85,"value":488},"Partners and delivery",{"label":88,"value":490},"Analyst + Orchestrator",{"label":91,"value":92},"services",{},[495,497,499],{"value":496,"label":98},"€58k",{"value":498,"label":101},"€28k",{"value":404,"label":104},[107,108,315],{"title":502,"agents":503},"Friday reports that write themselves.","Analyst · Orchestrator","\u002Fcases\u002Fservices-reporting",{"title":427,"description":45},"cases\u002Fservices-reporting","A US consulting firm’s partners spent every Friday afternoon pulling numbers from four tools into one report. Now an Analyst writes it before lunch, and an Orchestrator runs client onboarding end to end.",{"value":496,"label":98,"title":502},[510,512,514,516,518],{"week":121,"name":122,"detail":511},"Sat in on a Friday report and two onboardings. Mapped every step and tool.",{"week":125,"name":126,"detail":513},"Access to HubSpot, QuickBooks and Drive. Metric signed off: partner hours on admin.",{"week":129,"name":130,"detail":515},"Analyst and Orchestrator built, report layout agreed with the partners.",{"week":133,"name":134,"detail":517},"Agents ran in parallel with the old process. Numbers checked line by line.",{"week":137,"name":138,"detail":519},"Friday report delivered by the agent. Onboarding fully automated.","zllNOMzM_KHP_wd6TdSidFnefzhWtKCe9lc_z4-lzpg",1790618462715]