How Ukraine's largest nationwide retailer cut response time from 1 hour to 20 seconds
50,000
Tickets processed per month
~25%
Resolved in fully automated mode
No human involvement
20 sec
Average response time
Down from 1 hour before SURE
Hundreds of stores. Tens of thousands of support requests every month.
One of Ukraine's largest nationwide retail chains, operating hundreds of stores alongside a high-volume e-commerce and delivery business. Customer support runs across chat, email, and social channels, handling tens of thousands of requests every month.
Peak periods - promotions, holiday sales, new store openings - push ticket volume well beyond what a human-only team can absorb without delay.
Largest nationwide retail chain
Peak seasons break support teams, not customer expectations.
The volume wasn't the hard part. Answering the same five questions, correctly, every time, at scale - was.
Order status, delivery updates, returns and exchanges, promo codes - the same handful of questions, asked tens of thousands of times a month. Ticket volume spikes during sales and holidays faster than the team can hire, and average response time stretched to an hour.
Scaling with people meant scaling cost linearly with volume. The team needed answers to come from live order and product data, not a static script that breaks the moment a question falls outside it.
What the team needed wasn't a new tool to learn or a new interface to roll out to agents - it was automation that dropped into the process already in place, without changing how the team worked or what customers saw.
An AI workflow that lives inside the helpdesk.
Obriy AI deployed an AI workflow on the SURE platform, integrated directly into the client's existing Zendesk instance. The system takes in the full ticket feed from Zendesk, classifies each ticket, checks live data across several connected sources, and either answers directly or escalates with full context - inside the same helpdesk the team already uses.
Categorisation
The system ingests the full ticket feed from Zendesk and identifies the topic: order status, delivery, returns, promotions, complaints. Product availability is out of scope.
Multi-source lookup
The agent pulls from several sources at once: dynamic data via MCP and API connections into internal systems, the knowledge base maintained in Zendesk, and the documents used to train customer support operators.
Answer or escalation
If the data resolves the question, the customer gets an accurate answer immediately. If not, the ticket is escalated to a human agent.
Actions in the helpdesk
The agent performs every operation inside the client's helpdesk: replying, tagging, updating status, moving the ticket into the human queue.
Answers from live data, not a static script.
Connected to the systems that actually know the answer
Most of what customers ask can't be answered from a knowledge base alone - it depends on an order that shipped an hour ago, or a promotion that started this morning. SURE pulls from several sources at once: dynamic data via MCP and API connections into the retailer's internal systems, the knowledge base maintained in Zendesk, and the documents used to train customer support operators - so every answer reflects what's true right now, not what was true when the script was written.
Volume stopped being a staffing problem.
During Black Friday, holiday sales, and new store launches, ticket volume multiplies overnight. SURE absorbs the spike without new headcount - the same workflow handles 10 tickets or 10,000.
Peak season became a traffic pattern to handle, not a staffing emergency to solve.
Largest nationwide retail chain
50,000 tickets a month. ~25% resolved with zero human involvement. Response time down from 1 hour to 20 seconds.
What changed for the business
- Customers get accurate order and delivery answers in seconds, without waiting in a queue.
- Human agents work only on tickets that genuinely require judgment - not repeat lookups.
- Every answer reflects live order and catalog data, eliminating outdated or generic responses.
- Peak-season volume no longer requires temporary hires.
- Platform
- SURE by Obriy AI
- Architecture
- AI ticket-handling workflow: categorisation, multi-source lookup, escalation
- Integration
- Direct integration into the client's Zendesk: full ticket feed, replies, tagging, status updates
- Knowledge source
- MCP and API connections to internal systems, the Zendesk knowledge base, and customer support training documents
- Analytics
- Regular reports on ticket topics and escalation patterns
- Time to first results
- Live within weeks of signing
- Deployment
- Fully delivered by the Obriy AI team
Ready to stop losing your team to repetitive tickets?
See how Integrations → connect SURE to the systems you already run on.