DField SolutionsMérnöki stúdió · Budapest
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CASE STUDIES · ecommerce

AI customer support for a HU webshop · 47% ticket deflection, 4.5/5 CSAT

Shipped a Hungarian-language AI customer support copilot integrated with Intercom for a DTC webshop. 47% ticket deflection, 4.5/5 CSAT on AI-handled tickets, zero product-info hallucinations.

Timeline5 weeks
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Reviewed by
0147% ticket deflection in month 2.
024.5/5 CSAT on AI-handled tickets.
03Zero product-info hallucinations in 90 days of operation.
04Peak-season support was handled without hiring temp staff.
The problem01 / 03
  • 01Peak-season ticket volume overwhelmed the 3-person support team.
  • 02A generic chatbot vendor had hallucinated product details · trust hit.
  • 03Hungarian language + diacritics weren't the strength of off-the-shelf bots.
  • 04Integration had to coexist with Intercom without replacing the human channel.
The solution02 / 03
  • 01RAG over product catalogue + past tickets with Hungarian ICU analyser.
  • 02Strict citation mandate · every answer links to the product page or help article.
  • 03Intercom App: AI suggests, human clicks to send (stage 1), auto-replies for high-confidence answers (stage 2).
  • 04Eval suite with 200 labelled historic tickets · factuality check in CI.
  • 05Escalation: any ticket with refund, complaint, or PII goes to human immediately.
The outcome03 / 03
  • 0147% ticket deflection in month 2.
  • 024.5/5 CSAT on AI-handled tickets.
  • 03Zero product-info hallucinations in 90 days of operation.
  • 04Peak-season support was handled without hiring temp staff.
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