Illustrative scenario. Figures are modelled on typical Omnifys deployments and are not drawn from a named client engagement.
The challenge
A 60-store retail chain with a 9-person support team was drowning in repetitive questions — order status, stock checks, returns policy — arriving across email, web chat, Instagram and WhatsApp with no shared history. First response averaged 14 hours and the team never reached the complex cases.
What Omnifys deployed
- One agent handling order status, product Q&A and account questions across all four channels
- Shared conversation memory so customers never repeat themselves
- Catalogue-grounded answers rather than generic responses
- Seamless handoff to a human with full context attached
Agents used: 24/7 Customer Support Agent, Order Tracking Agent, Returns & Refunds Agent.
Results
- 78% — of tickets resolved without a human
- 14 hours to 2 minutes — first response time
- 4.6/5 — customer satisfaction, up from 3.8
- 0 — headcount reduction — team moved to complex cases and outreach
Why it worked
The team was never cut. They stopped answering “where is my order” 200 times a day and started handling the escalations that actually needed judgement.
Explore this for your business
Every Omnifys agent routes tasks across 15+ leading LLMs, integrates through n8n, Zapier and 300+ connectors, and ships with monitoring, audit trails and human-approval steps you control. Typical deployment runs two to six weeks from discovery to production. Book a free 30-minute consultation to map the highest-impact automation for your team.