From Manual to AI: Ticket Routing in E-Commerce

The company

Type

Multi-channel ecommerce retailer

Industry

E-Commerce

Team size

15-60 employees

Challenge

Struggling with inefficient manual ticket routing processes that were slowing growth and increasing operational costs. Their primary concern was customer lifetime value.

The challenge

Manual ticket routing was the biggest bottleneck in this multi-channel ecommerce retailer's operations. Their team of 15-60 employees processed hundreds of ticket routing requests weekly, each requiring multiple steps, cross-referencing against e-commerce-specific requirements, and coordination between departments. The average ticket routing request took 45 minutes to complete manually, and the backlog was growing by 15% each quarter. Beyond the time drain, the quality of their ticket routing output was inconsistent. Different team members followed different procedures, and there was no standardized way to handle edge cases that are common in e-commerce. A recent audit revealed that 12% of completed ticket routing records contained errors that required rework — costing the organization an additional $50K annually in correction and remediation efforts. The leadership team recognized that continuing to throw people at the problem wasn't viable and began searching for an AI-powered solution.

The solution

Arahi AI provided the automation backbone this e-commerce team needed. They deployed a multi-agent workflow that breaks the ticket routing process into discrete, automated steps — each handled by a specialized AI agent. The first agent monitors triggers from Shopify and Mailchimp. The second agent analyzes and processes incoming requests using e-commerce-specific business logic. The third agent executes actions across connected tools and notifies team members via Zendesk. The beauty of the no-code approach was speed of implementation. The team had their first agent live within 90 minutes, and the full ticket routing workflow was operational within a single afternoon. They used Arahi AI's template for e-commerce ticket routing as a starting point, customized the business rules to match their specific process, and connected their existing tool stack without writing a single line of code. Within the first week, the agents had processed over 200 ticket routing instances with high accuracy — more than the team typically handled in a month.

Implementation

4 AI agents deployed in 90 minutes.

1. Mapped the existing ticket routing workflow

   Documented every step of the current manual ticket routing process, including decision points, exceptions, and handoffs between team members. Identified which steps could be fully automated versus those needing human oversight.

2. Built the automation in Arahi AI

   Used Arahi AI's no-code builder to create the ticket routing workflow: connected Shopify and ShipStation as data sources, configured AI decision logic for e-commerce-specific requirements, and set up automated actions and notifications.

3. Parallel run with manual process

   Ran the AI agents alongside the manual process for one week to compare outputs. The AI matched or exceeded human accuracy on the vast majority of ticket routing instances, with edge cases automatically flagged for human review.

Results

Key takeaways

• This e-commerce team proved that ticket routing automation doesn't require technical expertise — the no-code platform made it accessible to business users.
• Scaling ticket routing capacity dramatically without adding headcount fundamentally changed the economics of their e-commerce operations.
• Consistent AI-powered processing eliminated the quality variance that came with different team members handling ticket routing differently.
• Real-time visibility into ticket routing metrics gave leadership the data they needed to make better strategic decisions.

Frequently asked questions

How did this e-commerce company automate ticket routing with Arahi AI?

They connected their existing e-commerce tools to Arahi AI's no-code platform and configured AI agents to handle their ticket routing workflow end-to-end. The agents automatically process incoming requests, apply e-commerce-specific business rules, execute actions across connected tools, and notify the right team members — all without manual intervention.

How long does it take to set up ticket routing automation for a e-commerce business?

Most e-commerce teams are fully operational within 2-3 hours. Arahi AI provides pre-built templates for ticket routing in e-commerce that come with industry-optimized defaults. You connect your tools, customize the business rules, and deploy — no coding required.

What results can a e-commerce business expect from automating ticket routing?

While individual results vary, e-commerce businesses can expect significant reductions in manual processing time, improvement in accuracy and consistency, and cost savings. The specific impact depends on your current volume, process complexity, and team size.

Is Arahi AI suitable for e-commerce companies with strict compliance requirements?

Yes. Arahi AI is designed with enterprise-grade security and compliance in mind. For e-commerce businesses, the platform supports data encryption, access controls, audit logging, and industry-specific compliance requirements. All AI processing follows configurable business rules that ensure regulatory adherence.

Can I customize the ticket routing automation for my specific e-commerce workflow?

Absolutely. While Arahi AI provides pre-built ticket routing templates optimized for e-commerce, every aspect is fully customizable. You can modify scoring criteria, routing rules, notification triggers, and decision logic to match your exact process. The no-code builder makes it easy to iterate and refine over time.

What tools does Arahi AI integrate with for e-commerce ticket routing automation?

Arahi AI supports 1,500+ integrations, including all major e-commerce tools. You can connect your CRM, email, chat, databases, document management, and industry-specific software without writing code. Popular integrations for e-commerce ticket routing include the tools mentioned in this case study, plus many more.