Support triage agent — 2× requests handled

THE SITUATION

A B2C e-commerce store received 200+ support emails per week — refunds, order status, product questions. The 2-person team was overwhelmed, with an average response time of 28 hours.

WHAT WE BUILT

We deployed an n8n + Claude agent that reads every inbound email, classifies it (order status / refund / product question / other), drafts a reply for simple cases, and escalates complex cases to the team with a context summary.

THE RESULT

Within two weeks, the team handled twice the requests with the same headcount. Average response time went from 28h to 4h. Customer satisfaction increased by 18 points.