E-commerce · EU · GDPR
AI support bot that deflects two-thirds of tickets
An EU online retailer was drowning in repetitive support messages. The brief: a GDPR-compliant Telegram AI assistant that answers common questions instantly and hands the rest to a human.
Tickets deflected
68%
no human needed
First response
<3s
was ~4h
Customer satisfaction
4.6/5
post-chat rating
Support cost saved
€18k
per month
Tickets resolved by the bot
share of all chats, by week
What people ask about
share of incoming questions
◆ Findings
- About 70% of messages were the same handful of questions, asked over and over.
- Customers waited hours for an answer that a knowledge base already contained.
- The team had no GDPR-safe way to use AI on customer conversations.
✓ What we did
- Built a retrieval-grounded assistant that answers only from the store's own content.
- Added a clean human handoff for anything sensitive or unusual.
- Kept all data inside the EU with no message content sent to model training.
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