About This Project
Bases Inc was absorbing a growing volume of repetitive customer enquiries with a support team that could not scale at the same rate. Xirex built a set of AI agents that handle the routine cases end to end and hand the rest to a human with full context.
Challenge & Approach
1. Client Challenge
Repetitive Enquiry Volume
Slow First Response
Inconsistent Answers
No Out-of-Hours Cover
2. Our Approach
Ticket Analysis
Agent Design
Knowledge Grounding
Human Handoff Design
Quality Monitoring
Solution Delivered
Xirex designed customer-service agents grounded in the client’s own knowledge base, with a clear escalation path so nothing important is answered by guesswork.
Ticket Analysis
Clustered a year of support history to separate the enquiries worth automating from the ones that always need a person.
Grounded Agents
Built retrieval over the client’s policies and product data so answers cite real sources instead of improvising.
Human Handoff
Designed the escalation path so an agent transfers the full conversation and its reasoning to the right team.
Deployment Priorities
Order and Delivery
The highest-volume, lowest-risk enquiries were automated first.
Returns and Billing
Added once the escalation rules had been proven in production.
Edge Cases
Deliberately left with the human team, with the agent preparing the context.
Measurable Results That Demonstrate the Impact of Our Solution
Project Highlights
92%
Faster Response Time
24/7
Coverage Without Extra Headcount
70%
Tickets Resolved Automatically
Technology Stack
Results
Business Impact
Routine enquiries are now resolved without a queue, and the support team starts each case with the history and reasoning already assembled.
Response times dropped sharply while answer quality became consistent, because every reply is grounded in the same source of truth.
Overview
Client
Bases Inc
Industry
E-commerce
Services
Custom AI Solutions
Date
