An AI-native customer support platform for high-volume e-commerce came to Armakuni for genAI customer support assistant for e-commerce: live knowledge retrieval, RAG, semantic intent, continuous learning.
The challenge
A GenAI platform engagement covering language understanding, retrieval, continuous learning, and production architecture, positioning SolvPath to scale to additional merchants and verticals on a single proven stack.
Scale: Real-time query handling at e-commerce peak load. 99.9% uptime sustained across high-traffic shopping events. Knowledge base coverage spanning FAQs, policies, order systems, and loyalty across merchant catalogs..
What we built
Armakuni delivered genAI customer support assistant for e-commerce: live knowledge retrieval, RAG, semantic intent, continuous learning. The engagement ran as fixed-scope SOWs covering NLU and intent layer, RAG and knowledge retrieval pipeline, continuous learning infrastructure, and production runtime hardening.
The outcomes
5 measurable outcomes shipped across the engagement. The ones that moved the business the most:
95% accuracy in understanding shopper queries across typos, regional phrasing, and complex multi-part questions so the assistant resolves the long tail of customer support volume that previously had to escalate to human agents.
90% contextually relevant responses grounded in retrieved merchant knowledge with no hallucination risk so merchants trust the assistant with policy and order questions where a wrong answer carries real cost.
85% semantic understanding accuracy on intent matching across paraphrased queries, lifting resolution rates on the highest-volume question types and shrinking the share of queries that need human handoff.
99.9% uptime through peak traffic including Black Friday and merchant-specific promotional events so SolvPath holds its SLA on the days merchants need it most rather than the days the platform is quiet.
Continuous learning loop in production so accuracy improves on a measurable cadence. rather than as a marketing promise, giving SolvPath's commercial team data-grounded answers in every merchant renewal conversation.
Built on AWS
The production environment runs on 12 first-party AWS services. Delivered under our AWS AI Services, SaaS Consulting, DevOps Consulting competencies.
What's next
Expanding the assistant into agentic capabilities that take action on returns, exchanges, and order modifications directly, and broadening merchant verticals beyond core e-commerce into adjacent customer-facing categories.
