Case study template

AI Customer Service for an E-commerce Business

This page shows the standard case study layout. Every figure below is marked as a placeholder — nothing here describes a real client.

This is a layout template, not a client story Placeholder values are shown as [ … ]. A published case study replaces every one of them with a measured, dated figure the client has approved in writing.

Client[ Client name or "a mid-size retailer" ]

SectorE-commerce

SolutionAI Customer Service

Live since[ Month Year ]

The problem

[ Two or three sentences in the client's own words. What was breaking, how often, and what it was costing them — stated as the business felt it, not as a technical description. ]

[ Support volume and its seasonal peaks ]
[ Share of contacts that were repeat questions ]
[ Response time before the project ]
[ What they had already tried and why it failed ]

What WorkGenesis automated

[ The specific scope. Which channels, which intents, what the AI was allowed to do on its own and where it had to stop. ]

Website chat, email and WhatsApp on one knowledge base
Live order status lookups against the store platform
Product guidance and size recommendations
Escalation rules for complaints, refunds and high-value orders

Implementation

[ Timeline and how the rollout was staged. Include the supervised pilot and what changed as a result of it. ]

1 Discovery & knowledge base[ weeks ]

2 Integration & channel setup[ weeks ]

3 Supervised pilot[ weeks ]

4 Live and managedongoing

Integrations

[ The exact systems connected and the method used for each. ]

[ Store platform ] — order and shipping lookups
[ Helpdesk ] — escalation and ticket creation
[ WhatsApp Business ] — messaging channel
[ CRM ] — customer record updates

Results

[ Measured over a stated period, compared with a stated baseline. Every number dated and sourced from the client's own reporting. ]

[ % ]Contacts handled without a human

[ time ]Average first response

[ hrs ]Team hours saved per week

[ % ]Cost per contact change

Baseline period: [ dates ]. Measurement period: [ dates ]. Source: [ client reporting system ].

Business impact

[ What the numbers meant operationally. Headcount redeployed rather than cut, peak season covered without temporary staff, response times held during a promotion — whatever is actually true. ]

"[ One or two sentences from the client. Approved in writing, attributed to a named person and role. ]"

[ ]

[ Name ][ Role, Company ]

What they expanded into next

[ The land-and-expand step. Which second solution went live, and why that one. ]

[ Second solution and go-live date ]
[ Third solution, planned ]

Could this be your case study?

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