Case Study
Case Study
How AutoPartsCo transformed operations using AI automation
Services
AI Chatbot, Tools Integration, Workflow Orchestration
Services
AI Chatbot, Tools Integration, Workflow Orchestration
Services
AI Chatbot, Tools Integration, Workflow Orchestration
Industry
Technology
Industry
Technology
Industry
Technology
Year
2025
Year
2025
Year
2025
AutoPartsCo is one of the fastest-growing online retailers in the automotive replacement parts industry. With tens of thousands of SKUs and a rapidly expanding customer base, support queries skyrocketed—from order tracking and fitment questions to warranty claims and return requests. But their customer support operations weren’t built to scale. Support agents were overwhelmed, response times were slipping, and customers were starting to churn. Hiring more support staff wasn’t sustainable, especially with unpredictable seasonal spikes. Chronexa partnered with AutoPartsCo to deploy an AI-powered omni-channel support system that now handles nearly 70% of all incoming queries automatically. Using AI classification, intent detection, action routing, and dynamic knowledge retrieval, the automation delivers instant responses, accurate resolutions, and seamless ticket assignment for complex issues. This transformation allowed AutoPartsCo to maintain fast support even as order volumes tripled—without needing to expand their support team.
Operations Lead
“This automation changed our ops overnight. We went from drowning in support tickets to running a high-efficiency operation. Chronexa’s AI now handles the bulk of our workload, and our customers get faster answers than ever.”
The Challenge
AutoPartsCo’s support operations faced multiple structural bottlenecks that made scaling difficult.
1. Massive volume of repetitive questions
Most queries were simple:
“Where is my order?”
“Does this brake pad fit my 2015 Honda Civic?”
“How do I return this item?”
These made up almost 75% of inbound tickets but consumed most of the agents’ time.
2. Support team overwhelmed during sales or seasonal spikes
During promotions or holiday sales, ticket volumes doubled overnight.
Response times jumped from 4 hours to 36+ hours.
3. Incorrect routing caused internal delays
Fitment questions went to the warranty team.
Warranty questions went to the tracking desk.
Return requests bounced between teams.
This created ticket ping-pong and frustrated customers.
4. High operational cost of scaling support
Hiring more agents meant:
More onboarding
More training on automotive parts knowledge
More payroll cost in a low-margin industry
Scaling wasn’t sustainable.
5. Fragmented knowledge base
Support agents had product data scattered across:
Shopify backend
Excel spec sheets
Third-party auto-catalog databases
Internal Google Docs
No central source of truth made answers inconsistent.
AutoPartsCo needed automation capable of handling the bulk of support tasks instantly, accurately, and 24/7.
The Solution: AI-Driven Support Automation System
Chronexa designed and deployed a complete, production-grade AI support pipeline across chat, email, and ticketing systems.
The system includes four major components:
1. AI Triage + Intent Classification Engine
Every incoming message is classified into one of 40+ support categories using LLM-powered classification.
Examples of categories:
Order tracking
Fitment verification
Warranty claims
Returns & exchanges
Shipping delays
Cancel order
Technical product questions
Bulk/wholesale inquiries
Accuracy improved from 67% (human routing) to 93% (AI routing).
This alone eliminated thousands of misrouted tickets.
2. Automated Resolution Templates with Dynamic Data Retrieval
Once intent is identified, the AI automatically fetches relevant data:
For order tracking:
Pulls shipping status from the logistics API
Generates a real-time ETA
Sends a personalized update
For fitment queries:
Searches SKU match database
Checks make/model/year compatibility
Responds immediately with a yes/no + recommendation
For returns:
Auto-generates RMA
Sends instructions + printable label
Agents only see tickets when an edge case arises.
3. Knowledge-aware Conversational AI Support Agent
Chronexa built a unified knowledge base that combines:
Product specs
Installation guides
Warranty policies
Return rules
Customer FAQs
The AI responds conversationally but with auto-retrieved facts, ensuring accuracy and avoiding hallucinations.
Customers get instant, correct answers every time.
4. Escalation + Ticket Assignment Workflow
If the AI cannot resolve a query confidently, it:
Generates a structured summary
Suggests next action
Tags the correct department
Assigns priority
Sends context to the agent
Support agents now receive clean, pre-analyzed tickets instead of raw messages.
This reduced handling time per ticket by 52%.
The Challenge
AutoPartsCo’s support operations faced multiple structural bottlenecks that made scaling difficult.
1. Massive volume of repetitive questions
Most queries were simple:
“Where is my order?”
“Does this brake pad fit my 2015 Honda Civic?”
“How do I return this item?”
These made up almost 75% of inbound tickets but consumed most of the agents’ time.
2. Support team overwhelmed during sales or seasonal spikes
During promotions or holiday sales, ticket volumes doubled overnight.
Response times jumped from 4 hours to 36+ hours.
3. Incorrect routing caused internal delays
Fitment questions went to the warranty team.
Warranty questions went to the tracking desk.
Return requests bounced between teams.
This created ticket ping-pong and frustrated customers.
4. High operational cost of scaling support
Hiring more agents meant:
More onboarding
More training on automotive parts knowledge
More payroll cost in a low-margin industry
Scaling wasn’t sustainable.
5. Fragmented knowledge base
Support agents had product data scattered across:
Shopify backend
Excel spec sheets
Third-party auto-catalog databases
Internal Google Docs
No central source of truth made answers inconsistent.
AutoPartsCo needed automation capable of handling the bulk of support tasks instantly, accurately, and 24/7.
The Solution: AI-Driven Support Automation System
Chronexa designed and deployed a complete, production-grade AI support pipeline across chat, email, and ticketing systems.
The system includes four major components:
1. AI Triage + Intent Classification Engine
Every incoming message is classified into one of 40+ support categories using LLM-powered classification.
Examples of categories:
Order tracking
Fitment verification
Warranty claims
Returns & exchanges
Shipping delays
Cancel order
Technical product questions
Bulk/wholesale inquiries
Accuracy improved from 67% (human routing) to 93% (AI routing).
This alone eliminated thousands of misrouted tickets.
2. Automated Resolution Templates with Dynamic Data Retrieval
Once intent is identified, the AI automatically fetches relevant data:
For order tracking:
Pulls shipping status from the logistics API
Generates a real-time ETA
Sends a personalized update
For fitment queries:
Searches SKU match database
Checks make/model/year compatibility
Responds immediately with a yes/no + recommendation
For returns:
Auto-generates RMA
Sends instructions + printable label
Agents only see tickets when an edge case arises.
3. Knowledge-aware Conversational AI Support Agent
Chronexa built a unified knowledge base that combines:
Product specs
Installation guides
Warranty policies
Return rules
Customer FAQs
The AI responds conversationally but with auto-retrieved facts, ensuring accuracy and avoiding hallucinations.
Customers get instant, correct answers every time.
4. Escalation + Ticket Assignment Workflow
If the AI cannot resolve a query confidently, it:
Generates a structured summary
Suggests next action
Tags the correct department
Assigns priority
Sends context to the agent
Support agents now receive clean, pre-analyzed tickets instead of raw messages.
This reduced handling time per ticket by 52%.
The Challenge
AutoPartsCo’s support operations faced multiple structural bottlenecks that made scaling difficult.
1. Massive volume of repetitive questions
Most queries were simple:
“Where is my order?”
“Does this brake pad fit my 2015 Honda Civic?”
“How do I return this item?”
These made up almost 75% of inbound tickets but consumed most of the agents’ time.
2. Support team overwhelmed during sales or seasonal spikes
During promotions or holiday sales, ticket volumes doubled overnight.
Response times jumped from 4 hours to 36+ hours.
3. Incorrect routing caused internal delays
Fitment questions went to the warranty team.
Warranty questions went to the tracking desk.
Return requests bounced between teams.
This created ticket ping-pong and frustrated customers.
4. High operational cost of scaling support
Hiring more agents meant:
More onboarding
More training on automotive parts knowledge
More payroll cost in a low-margin industry
Scaling wasn’t sustainable.
5. Fragmented knowledge base
Support agents had product data scattered across:
Shopify backend
Excel spec sheets
Third-party auto-catalog databases
Internal Google Docs
No central source of truth made answers inconsistent.
AutoPartsCo needed automation capable of handling the bulk of support tasks instantly, accurately, and 24/7.
The Solution: AI-Driven Support Automation System
Chronexa designed and deployed a complete, production-grade AI support pipeline across chat, email, and ticketing systems.
The system includes four major components:
1. AI Triage + Intent Classification Engine
Every incoming message is classified into one of 40+ support categories using LLM-powered classification.
Examples of categories:
Order tracking
Fitment verification
Warranty claims
Returns & exchanges
Shipping delays
Cancel order
Technical product questions
Bulk/wholesale inquiries
Accuracy improved from 67% (human routing) to 93% (AI routing).
This alone eliminated thousands of misrouted tickets.
2. Automated Resolution Templates with Dynamic Data Retrieval
Once intent is identified, the AI automatically fetches relevant data:
For order tracking:
Pulls shipping status from the logistics API
Generates a real-time ETA
Sends a personalized update
For fitment queries:
Searches SKU match database
Checks make/model/year compatibility
Responds immediately with a yes/no + recommendation
For returns:
Auto-generates RMA
Sends instructions + printable label
Agents only see tickets when an edge case arises.
3. Knowledge-aware Conversational AI Support Agent
Chronexa built a unified knowledge base that combines:
Product specs
Installation guides
Warranty policies
Return rules
Customer FAQs
The AI responds conversationally but with auto-retrieved facts, ensuring accuracy and avoiding hallucinations.
Customers get instant, correct answers every time.
4. Escalation + Ticket Assignment Workflow
If the AI cannot resolve a query confidently, it:
Generates a structured summary
Suggests next action
Tags the correct department
Assigns priority
Sends context to the agent
Support agents now receive clean, pre-analyzed tickets instead of raw messages.
This reduced handling time per ticket by 52%.
Results
📉 70% of All Queries Now Auto-Resolved
This includes:
Order tracking
Fitment questions
Returns/exchanges
Basic troubleshooting
Shipping + policy questions
Agents now focus only on high-value, complex interactions.
⚡ 3× Faster Response Time for Remaining Tickets
Fewer tickets → more focus → faster replies.
Agent morale also improved because they stopped answering repetitive questions all day.
💰 Zero New Support Staff Needed While Scaling
Order volume tripled over 12 months.
Support headcount stayed the same.
This resulted in cost savings of $110,000 annually.
🎯 Higher CSAT and Fewer Refunds
Customers received faster, more accurate responses, which reduced:
Order cancellations
Duplicate tickets
Escalations
Chargebacks
CSAT jumped from 3.8 → 4.6.
Client Testimonial
“This automation changed our ops overnight. We went from drowning in support tickets to running a high-efficiency operation. Chronexa’s AI now handles the bulk of our workload, and our customers get faster answers than ever.”
— Sarah Lopez, Head of Operations, AutoPartsCo
Why This Project Matters
Support is one of the most automation-friendly functions in any business—but only when executed properly.
This project demonstrated that:
AI can resolve most operational support without harming customer experience
Context-aware automation reduces cost while improving quality
Companies can scale 10× without increasing headcount
AI becomes a competitive advantage in low-margin industries like automotive
AutoPartsCo now operates a modern, AI-enhanced support engine that grows with the business—not with payroll.
Results
📉 70% of All Queries Now Auto-Resolved
This includes:
Order tracking
Fitment questions
Returns/exchanges
Basic troubleshooting
Shipping + policy questions
Agents now focus only on high-value, complex interactions.
⚡ 3× Faster Response Time for Remaining Tickets
Fewer tickets → more focus → faster replies.
Agent morale also improved because they stopped answering repetitive questions all day.
💰 Zero New Support Staff Needed While Scaling
Order volume tripled over 12 months.
Support headcount stayed the same.
This resulted in cost savings of $110,000 annually.
🎯 Higher CSAT and Fewer Refunds
Customers received faster, more accurate responses, which reduced:
Order cancellations
Duplicate tickets
Escalations
Chargebacks
CSAT jumped from 3.8 → 4.6.
Client Testimonial
“This automation changed our ops overnight. We went from drowning in support tickets to running a high-efficiency operation. Chronexa’s AI now handles the bulk of our workload, and our customers get faster answers than ever.”
— Sarah Lopez, Head of Operations, AutoPartsCo
Why This Project Matters
Support is one of the most automation-friendly functions in any business—but only when executed properly.
This project demonstrated that:
AI can resolve most operational support without harming customer experience
Context-aware automation reduces cost while improving quality
Companies can scale 10× without increasing headcount
AI becomes a competitive advantage in low-margin industries like automotive
AutoPartsCo now operates a modern, AI-enhanced support engine that grows with the business—not with payroll.
Results
📉 70% of All Queries Now Auto-Resolved
This includes:
Order tracking
Fitment questions
Returns/exchanges
Basic troubleshooting
Shipping + policy questions
Agents now focus only on high-value, complex interactions.
⚡ 3× Faster Response Time for Remaining Tickets
Fewer tickets → more focus → faster replies.
Agent morale also improved because they stopped answering repetitive questions all day.
💰 Zero New Support Staff Needed While Scaling
Order volume tripled over 12 months.
Support headcount stayed the same.
This resulted in cost savings of $110,000 annually.
🎯 Higher CSAT and Fewer Refunds
Customers received faster, more accurate responses, which reduced:
Order cancellations
Duplicate tickets
Escalations
Chargebacks
CSAT jumped from 3.8 → 4.6.
Client Testimonial
“This automation changed our ops overnight. We went from drowning in support tickets to running a high-efficiency operation. Chronexa’s AI now handles the bulk of our workload, and our customers get faster answers than ever.”
— Sarah Lopez, Head of Operations, AutoPartsCo
Why This Project Matters
Support is one of the most automation-friendly functions in any business—but only when executed properly.
This project demonstrated that:
AI can resolve most operational support without harming customer experience
Context-aware automation reduces cost while improving quality
Companies can scale 10× without increasing headcount
AI becomes a competitive advantage in low-margin industries like automotive
AutoPartsCo now operates a modern, AI-enhanced support engine that grows with the business—not with payroll.
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Sometimes the hardest part is reaching out — but once you do, we’ll make the rest easy.
Phone
Opening Hours
Mon to Sat: 9.00am - 8.30pm
Sun: Closed
Sometimes the hardest part is reaching out — but once you do, we’ll make the rest easy.
Phone
Opening Hours
Mon to Sat: 9.00am - 8.30pm
Sun: Closed