Kairo Commerce · E-commerce · United States
Kairo Commerce resolves 58% of support tickets with a grounded AI agent
A support agent grounded in 1,400 help articles that answers order, shipping and returns questions with citations.
- tickets resolved without a human
- 58%
- satisfaction on AI handled chats
- 4.7/5
- median first response
- 11 sec
More than half of all tickets are now resolved without a human.
The challenge
Kairo was growing faster than its support team. Most tickets asked the same questions about shipping times, order changes and returns, and response times were slipping past a day during promotions.
What we built
We indexed the help center, macros and 90 days of resolved tickets into a knowledge system with nightly refresh. The agent answers in chat with citations, and hands complex cases to a human with a short summary.
- An answer quality benchmark of 300 real questions run before every release
- Freshness checks so archived articles can never be quoted
- Handoff rules agreed with the CX team, not guessed
The result
58% of tickets are resolved without a human, satisfaction on AI handled chats sits at 4.7 out of 5, and the median first response is 11 seconds.
