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Overview
Jade Supplements was experiencing a surge in customer emails through their Shopify shop, forcing them to outsource their customer service operations. With their in-house team overwhelmed, they needed a solution to manage the volume without sacrificing quality. They approached me to explore how AI could help with routine inquiries, allowing their customer service team to review and send rather than create from scratch.Â
Solution
I developed an email classification and response system that leveraged their existing FAQs:
Email Analysis & Classification: The system analyzed all previous outbound emails and incoming customer inquiries to identify patterns and group them into distinct categories
Vector-Based FAQ Matching: Using Pinecone vectorization, the system matched customer inquiries to the most relevant FAQ answers based on semantic similarity
Intelligent Routing: Emails were classified into three groups: no-response needed, customer support inquiries, and supplement requests
Human Review Gate: All AI-drafted responses went to the customer service team for quality check before sending
Challenges
FAQ Vector Retrieval Accuracy: Initial Pinecone re-ranking wasn't return relevant answers, causing mismatches between customer inquiries and FAQ responses
Time Investment in Evaluation: Significant effort required to evaluate and identify which FAQs were being retrieved incorrectly
Database Restructuring: Needed to reorganize the entire FAQ database into better categories to improve searchability
Consistency at Scale: Ensuring the AI agent could reliably retrieve the right information across all customer inquiry types
Results
Jade Supplements reported a reduction in their inbox management estimated at approximately two hours per day. Beyond operational savings, they eliminated the need to outsource customer service. The system kept the quality with the human review in the loop while improving response times and reducing manual workload.
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