Lumen Retail · Retail & Ecommerce
Resolving 60% of customer inquiries with a production AI agent
We built a grounded, tool-using support agent for Lumen — connected to their systems, evaluated continuously, and safe enough to trust with real customer actions.
- 60%
- inquiries resolved autonomously
- 45%
- lower cost per ticket
- < 1hr
- to first working prototype
12-week engagement
The challenge
Where they started
Lumen's support team was overwhelmed at peak, and customers waited too long for answers to routine questions. Off-the-shelf chatbots hallucinated and couldn't take action, so trust — from customers and the support team — was low.
What we did
Our approach
Scoped exactly what the agent should do, what it must never do, and how success would be measured.
Built a retrieval layer over Lumen's real knowledge so every answer cites a genuine source.
Connected the tools the agent needed — order lookups, refunds, escalations — with the right permissions.
Ran evaluation and red-team passes, then launched with monitoring and a feedback loop.
The outcome
What changed
The agent now resolves 60% of inquiries autonomously and hands off cleanly when a human is needed. Cost per ticket fell 45%, response times dropped sharply, and the support team trusts the system because every action is logged and measurable.
“The AI automation work was incredible. We deployed our first workflow in under an hour and it's been running flawlessly for six months.”
Ready to build what's next?
Tell us what you're trying to achieve. We'll come back with a clear, honest plan for getting there.