The problem
Most of Tallgrass’s support volume was the same handful of questions: order status, returns, sizing, and stock. During peak season the queue stretched to hours, and customers churned while they waited. Hiring seasonal agents was expensive and slow to train.
The approach
We built an assistant grounded in Tallgrass’s real help content, return policy, and live order data. It answers the repetitive questions with cited, on-brand responses, looks up order status directly, and escalates anything ambiguous to a human with the full context attached. A knowledge layer keeps answers current as policies and the catalog change.
The outcome
Around two thirds of repetitive tickets now resolve without a person, first response dropped from hours to minutes, and the team got through peak season without adding headcount.