ShopNova Saved €2.1M/Year by Replacing 80% of Their Support Team With AI

ShopNova, a DTC fashion brand operating in 6 European countries, was drowning in support tickets — 18,000+ per month across email, live chat, and phone. Their 45-person support team handled queries in 4 languages (EN, DE, FR, ES) with inconsistent quality. Average resolution time was 4.2 hours. CSAT was declining (68/100), and support costs consumed 22% of operating budget at €2.8M annually.

We deployed a multilingual agent fleet: (1) live-chat agents on their Shopify storefront handling order tracking, size recommendations, and return initiation in all 4 languages; (2) WhatsApp agents for post-purchase communication (shipping updates, review requests, cross-sells); (3) email triage agent that auto-resolves 70% of inbound emails and routes complex issues to specialized human agents with full context summaries. Integrated with Shopify, Zendesk, and Klaviyo.

Week 1–2: Analyzed 6 months of ticket data (108K tickets), identified top 23 issue categories covering 91% of volume. Week 3: Built multilingual response library and agent personas for each market. Week 4: Soft launch on DE market only. Week 5–6: Rolled out to remaining 5 markets. Week 7–8: Upsell agent trained on purchase history to recommend complementary products during support interactions.