Orion Retail resolves 92% of support tickets before a human reads them.
A RAG chatbot trained on the full product catalog, help docs, and live order history. Answers in under a second. Escalates only when it genuinely needs to.
Support agents were answering the same questions on loop.
Orion Retail's support queue was dominated by questions the catalog and help docs already answered, order status, return windows, product compatibility, stock availability. Agents handled each one manually, response times stretched past 4 hours at peak, and ticket volume kept growing with the catalog.
A chatbot that knows the catalog, the docs, and the order.
Three data sources unified into one retrieval system. The chatbot answers product, policy, and order questions from a single interface, and hands off the exceptions with full context already attached.
Three sources indexed
Product catalog, help documentation, and six months of resolved support tickets all ingested into a single vector store, giving the chatbot context across product, policy, and precedent.
Order history connected
Live API connection to the order management system. The chatbot resolves status, tracking, and return queries against real data, not generic scripts.
Retrieval pipeline tuned
Top-K retrieval calibrated against 500 real support tickets. Response latency validated at under one second on the production stack before launch.
Human escalation wired in
Unresolved queries handed off to the support queue with full chat context attached. Agents pick up mid-conversation, no repeat questions for the customer.
Support team handles edge cases. The chatbot handles everything else.
Auto-resolve rate
Of all inbound support tickets closed by the chatbot without human involvement.
Median reply time
End-to-end response latency in production, including retrieval and generation.
Agent queue volume
Tickets reaching a human agent dropped within the first 30 days of deployment.
Days to production
From signed contract to a live chatbot handling real customer queries on the Orion storefront.
The smallest stack that solved the problem.
Your support queue
runs itself.
30-minute call. We'll index a sample of your docs and show you a live prototype, free, no deck.