The Challenge
MarketOnWeb, a growing Magento-based e-commerce business, was facing typical scaling challenges. Their customer support team was overwhelmed with repetitive queries about order statuses, product information, returns, and shipping tracking. Response times were slow, and the team couldn't provide 24/7 support despite customer demand.
The Solution
We built a comprehensive AI-powered support system that integrates seamlessly with MarketOnWeb's existing infrastructure. Our solution connects multiple systems and automates the entire customer support workflow.
Key Features & Integrations
Microsoft Outlook Integration
AI agents monitor incoming support emails, automatically classify tickets, and route them appropriately. The system generates responses in the exact tone of voice that matches the business brand.
- Automatic ticket classification and prioritization
- Brand-consistent response generation
Product Inquiry Automation
Our AI agent answers product questions instantly by accessing a Supabase database containing comprehensive FAQ data. It has direct access to Magento's product catalog through MCP tools.
- Real-time product availability information
- Detailed specifications and pricing
- FAQ database for common questions
Magento MCP Integration
Direct access to Magento's core data through Model Context Protocol (MCP) tools, enabling real-time data retrieval and actions.
Multi-Carrier Shipping Integration
Automated order status and parcel tracking through multiple shipping providers, giving customers instant updates without human intervention.
- SendCloud: Real-time parcel status updates
- DPD Integration: Track DPD shipments automatically
- UPS Integration: Monitor UPS parcel tracking
Intelligent Returns Processing
Fully automated return process that verifies eligibility, calculates shipping costs, and generates return labels—all without human intervention.
- Automatic return policy verification
- Country-specific shipping cost calculation
- SendCloud API integration for label generation
- Instant return label delivery to customer
Automated Issue Resolution
Our AI agent proactively files claims with shipping carriers when packages are lost or damaged, handling the entire dispute process automatically.
- Automatic detection of lost or damaged parcels
- Claims filing with DPD and UPS
- Customer notification and status updates
Results & Impact
Nearly all routine customer inquiries are now handled automatically without human intervention.
Customers receive instant responses instead of waiting hours or days.
Significant reduction in support costs while improving service quality.
Round-the-clock support without additional staffing costs.