Challenge
CollageDepot needed to handle a high volume of customer service emails across order tracking, artwork revisions, shipping questions, disputes, and bulk order requests. The support queue was repetitive, multilingual, and time sensitive, but edge cases still needed the right human escalation path.
CollageDepot needed to handle a high volume of customer service emails across order tracking, artwork revisions, shipping questions, disputes, and bulk order requests. The support queue was repetitive, multilingual, and time sensitive, but edge cases still needed the right human escalation path.
Solution
Amplence built a multilingual AI customer service pipeline with n8n, OpenAI GPT-4o, Shopify API enrichment, intent classification, sentiment checks, and automated routing. The workflow reads the email, enriches it with live order data, drafts or sends the right response in English, Spanish, French, or German, and escalates judgment-heavy cases.
Amplence built a multilingual AI customer service pipeline with n8n, OpenAI GPT-4o, Shopify API enrichment, intent classification, sentiment checks, and automated routing. The workflow reads the email, enriches it with live order data, drafts or sends the right response in English, Spanish, French, or German, and escalates judgment-heavy cases.
Results
The automation now handles more than 5,000 emails per month, fully resolves about 65 percent of tickets, and keeps average response time under 60 seconds. The support team spends less time on repetitive inbox work while customers receive faster and more consistent answers.
The automation now handles more than 5,000 emails per month, fully resolves about 65 percent of tickets, and keeps average response time under 60 seconds. The support team spends less time on repetitive inbox work while customers receive faster and more consistent answers.