Nirvigo
Falah Commerce

AI support assistant that answered, summarized, and routed customer issues

Nirvigo built an AI customer support assistant that answered common customer questions, summarized tickets, and routed unresolved issues to the right team.

Client
D2C commerce brand
Industry
E-commerce and customer support
Project
AI support automation
Primary service
AI Automation & Agentic AI

Suggested metrics for mock layout — placeholder/demo numbers.

50 percent reduction in repetitive tickets

40 percent faster first response time

24/7 customer query handling for common issues

12 support intents mapped

The challenge

What needed solving

Falah Commerce was receiving repeated customer questions about orders, returns, product details, shipping timelines, and payment confirmations. Support agents were spending too much time answering repetitive queries and manually routing edge cases.

The team wanted to:

  • Reduce repetitive customer support workload
  • Improve first response time
  • Keep answers consistent
  • Avoid fully autonomous risky responses
  • Escalate complex issues to humans
  • Understand support trends
Nirvigo approach

Nirvigo built a guarded AI assistant connected to approved knowledge sources and support workflows.

  1. 01Collected FAQs, policy pages, product data, and support categories.
  2. 02Created an approved knowledge base.
  3. 03Built AI response workflows with escalation rules.
  4. 04Added intent detection and ticket summarization.
  5. 05Created analytics for common query types.
  6. 06Set up monitoring and review logs.
Solution built

What shipped

  • AI support assistant
  • Knowledge-base search
  • Ticket summarization
  • Escalation rules
  • Agent handover
  • Response quality logs
  • Support analytics dashboard
Tech stack

Tools used in this build

  • Next.js
  • Node.js
  • AI assistant API
  • Vector database
  • PostgreSQL
  • Support ticket integration
  • Cloud logging
The assistant helped us answer routine questions faster while keeping humans involved for sensitive cases.

Layla Al-Mansouri

Head of Customer Experience, Falah Commerce

Want to see what a build like this looks like for your team?

Book a Build Sprint

Have an idea, workflow, or system you want to build?

Bring the business problem. Nirvigo will help you shape it, blueprint it, build it, deploy it, and improve it.

Book a 30-minute strategy callExplore services

Prototype in days. MVP in weeks. Scale continuously.