The challenge
Peak seasons buried CS in return status and size questions. Product pages lacked consistent attributes for search and ads. Macros existed but sounded robotic and went stale after every campaign.
What we did
Project-based AI CX specialist (four months) plus outsourced catalogue automation engineer rebuilt return-status flows, brand-tone macros and attribute enrichment pipelines feeding marketplace and owned-site feeds.
How it ran
- 1
Baseline ticket taxonomy
- 2
Pilot returns + top SKUs
- 3
Scale categories
Risks handled
- Refund decisions stayed human
- PII stripped from model logs
- Content pipelines export CSV/API so the brand is not stuck on one marketplace AI
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