AI-Powered Customer Support
Automated 80% of customer inquiries with multi-agent orchestration across Telegram and LINE. Reduced response time from hours to seconds.
The Challenge
An e-commerce brand receiving 2,000+ daily support messages across Telegram and LINE was drowning in response times averaging 4 hours. Two support staff couldn't keep up, and customer satisfaction was declining.
The Solution
Deployed UniCore with the Comms Agent bound to both Telegram and LINE channels. The Router Agent classifies incoming messages by intent — order status, returns, product questions, complaints — and delegates to the appropriate specialist. The ERP Agent handles order lookups directly from the inventory and orders database, while the Comms Agent drafts and sends contextual replies.
Key Features Used
- ✓Router Agent for intent classification across 12 categories
- ✓Comms Agent with Telegram and LINE channel bindings
- ✓ERP Agent for real-time order status lookups
- ✓RAG knowledge base with 500+ product FAQs indexed
- ✓Approval mode for complaint escalations (human-in-the-loop)
- ✓Working hours configuration — agents active 8am-10pm
Results
“We went from 4-hour response times to instant replies. Our customers think we hired a whole support team.”
Tech Stack
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