Demonstration environment — synthetic Paddywax operating data. No production data is displayed.

A01

Customer Support Agent

High Priority

Autonomous CX first-line support

DashboardCustomer Service ManagerRead onlyQueueCustomer Service ManagerRecommendConversation / CopilotCustomer Service ManagerDraft actionRecommendation EngineCustomer Service ManagerAutonomous low-risk actionApprovalsCustomer Service ManagerHuman approvalAudit TrailQuality & Compliance LeaderRead only

KPIs & Targets

AI containment rate (%)
Daily · Customer Service Manager
71.9%/ 85.0%
x

Source: Helpdesk

CSAT (%)
Weekly · Customer Service Manager
78.5%/ 85.0%
x

Source: Helpdesk

First contact resolution (%)
Daily · Customer Service Manager
64.2%/ 75.0%
x

Source: Helpdesk

Avg handle time (min)
Monthly · Customer Service Manager
11.8/ 8
x

Source: Helpdesk

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