Case Studies / 429% Faster Resolution for a Wall Art Brand: AI Customer Service Case Study

Case Study

429% Faster Resolution for a Wall Art Brand: AI Customer Service Case Study

By Nick Ryabchenko, Chief Integration Officer

For eCommerce brands that need to speed up support

Updated on September 28, 2026

Services

AI Agent Development
Shopify Integration
Support Workflow Design

About the Company

Wall Art Brand sells custom metal wall art shaped like cars, made to order for customers who want a personalized piece for their home or garage. Shoppers work with the brand to choose a model, confirm manufacturing details, and set delivery timelines before their piece goes into production. As order volume grew, the brand's support agents fell behind on email and chat messages, with some customers left waiting for a reply that never came. Wall Art Brand turned to SupportYourApp to build and configure an AI agent that could keep up.

Challenges

Slow, inconsistent replies

Support agents handled all emails and chats manually, and questions about custom metal wall art piled up faster than the team could respond. Some customers waited far too long for an answer, and others got no reply at all.
Repetitive custom order questions

Every custom piece came with the same round of questions: requirements, manufacturing details, delivery timelines, and pricing. Walking each customer through these details manually took time agents needed for harder cases.
Complex returns and replacements

The warehouse system wasn't integrated with Gorgias or Shopify, so returns and replacements couldn't be verified or processed automatically. These requests needed to stay with the human team to avoid errors.

Solution

SupportYourApp built and configured a custom AI agent inside Gorgias, giving it the brand's tone of voice, clear workflows, and the knowledge to handle real customer scenarios.

AI-handled routine replies

The AI agent was trained on the brand's tone of voice and built to answer routine questions on its own, stepping back and handing off to a human whenever a request needed more than a standard reply.
Guided custom order flow

Specific instructions were imported for common scenarios, so when a customer wanted to order custom wall art, the AI agent walked them through requirements, manufacturing details, delivery timelines, and costs without an agent typing it out each time.
Human-only order management routing

Returns and replacements were configured as permanent no-go territory for the AI. Since the warehouse software wasn't integrated with Gorgias or Shopify, every one of these requests routed straight to a human agent.
Shopify-aware product matching

Because Gorgias reads every product listing directly from Shopify, the AI agent could scan the full catalog and recommend the right item when a customer described what they wanted, like a specific car model.

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Results

One month after going live, the AI agent was already resolving a meaningful share of Wall Art Brand's support volume, and doing it far faster than before.

30%

Of customer questions resolved by AI alone, no human needed

429%

Faster resolution time on AI-handled tickets

Nick Ryabchenko

Chief Integration Officer

Having been one of the core parts of SupportYourApp, Nick helped to support 50+ products before realizing his vocation of building support processes and integrating all the necessary tools. During the last 5 years he worked with various companies from all around the world, helping them launch their service with SupportYourApp.

Posted on September 28, 2026