How an Omnichannel Retailer Deflected 72% of Tier-1 Support Tickets with Sodiac Orion
Replacing rigid decision-tree bots with grounded RAG intent routing, sub-second Shopify order lookup, and seamless human escalation.
Autonomous deflection across WISMO, return requests, and sizing queries
Down from 4.5 hours during peak promotional flash sales
Eliminated seasonal contractor hiring while boosting CSAT to 4.7/5
The Bottleneck
The Operational Challenge
Peak promotional campaigns caused massive ticket spikes, overwhelming the 18-person customer service team with repetitive Where-Is-My-Order (WISMO) and return policy questions.
Previous generic chatbots suffered from severe hallucination, quoting outdated discount codes and inventing return windows for non-returnable clearance items.
No state preservation during human escalation: customers were forced to repeat their identity and order details upon being transferred to a human supervisor.
The Engineering Fix
The Sodiac Architecture
Architected Sodiac Orion on the brand’s private cloud with real-time webhooks connecting to Shopify Plus, Delhivery, and Shiprocket.
Implemented dual-gate Grounded RAG: Orion answers strictly from verified return policies, inventory databases, and real-time carrier tracking APIs with confidence thresholds.
Engineered zero-loss context handoff: conversations needing supervisor review generate an instant 3-bullet executive summary and sentiment score directly inside Zendesk.
Deployed multi-channel endpoints across web widget, mobile app, and official WhatsApp Business API.
System Architecture
4-Step Technical Execution Pipeline
How data, deterministic business logic, and responsible AI guardrails execute in production.
Omnichannel Ingestion & Sentiment Triage
Inbound customer messages from WhatsApp and webchat undergo zero-shot intent categorization and urgent sentiment detection in <45ms.
Shopify & Carrier API Orchestration
Validates customer phone/order ID securely and pulls live transit tracking status from Delhivery, Bluedart, and Shiprocket simultaneously.
Grounded RAG & Policy Verification
Generates personalized, friendly responses citing exact return dates and item policies. Drops confidence if order items are final sale.
State Sync & Human Escalation Gate
High-value refunds or damaged parcel claims are staged in Zendesk with attached photos and summary for instant one-click agent approval.
“Sodiac Orion solved our holiday support nightmare in less than a month. What blew our leadership team away was the complete absence of hallucinations—if Orion isn’t 100% sure about a policy, it hands off gracefully with full context.”
Quantified Impact
Verified Production Outcomes
Audited 90-day operational impact after migrating to the Sodiac platform.
72% of all inbound tickets deflected autonomously with zero human intervention required.
First-response latency dropped from 4.5 hours to under 18 seconds across all channels.
Seasonal contractor headcount reduced from 22 temporary agents to 0 during festival flash sales.
Customer CSAT score increased from 3.2 to 4.7 out of 5 over a 90-day measurement period.
Technology stack & proprietary products
Products Deployed
Underlying Technologies
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