A01

Customer Support Agent

High Priority

Autonomous CX first-line support

DashboardRetail AssociateRead onlyQueueRetail AssociateRecommendConversation / CopilotEcommerce LeadRead onlyRecommendation EngineRetail AssociateAutonomous low-risk actionApprovalsCEOHuman approvalAudit TrailCEORead only

KPIs & Targets

Containment rate
Daily · CX Lead
71.9%/ 96.5%
x

Source: Shopify

CSAT
Weekly · Ecom Lead
69.7/ 43.2
x

Source: Shopify

first contact resolution
Daily · Owner
90.3/ 74.9
x

Source: Warehouse

handle time reduction
Monthly · Ops Lead
81.6/ 65.1
x

Source: CRM

Charts

AI containment rate by month
Tickets by reason
Hours-open distribution

Agent Details

Primary Tasks

Order status, shipping, returns, damaged item intake, candle-care education, store locator, self-service portal routing

Primary Inputs

Shopify orders/customers, helpdesk, FAQ, Shipping & Returns, Contact, Satisfaction Guarantee

Primary Outputs

Ticket reply, escalation packet, claim summary, customer-safe answer, KB suggestion

Success Metrics

Containment rate, CSAT, first contact resolution, handle time reduction