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Retail & E-Commerce Case Study
Automating Order Inquiries and Complaints on WhatsApp Business API
How a major regional retailer automated 80% of order tracking, returns, and product availability queries using Cognicx WhatsApp AI Agents.
4.8 / 5WhatsApp CSAT Score
80%Instant Bot Resolution
24/7Automated Support
3.5xRepeat Purchase Rate
1. Business Challenge
During holiday sale events, order tracking and return inquiries overwhelmed human agents, resulting in delayed responses and negative reviews.
2. The Solution
Cognicx deployed autonomous WhatsApp Digital AI agents connected directly to Shopify Plus and ERP inventory feeds. Customers receive real-time shipping updates, barcode return labels, and personalized product recommendations directly in WhatsApp.