AI · Verta Retail Group
AI support assistant across 6 brands
Grounded AI assistant deflecting first-line support across a retail group.
Client story
We built a retrieval pipeline over Verta's policy documents, order system and returns rules, with strict grounding so the assistant only answers from approved sources. Anything outside policy escalates to a human with the full conversation attached.
Before
14,000 tickets a month, 9-hour first response, agents answering the same questions.
After
Grounded assistant answering first line with citations and clean human handover.
Key features
- Retrieval grounded in policy documents
- Live order and returns lookup
- Confidence-based human handover
- Per-brand tone and rules
- Quality evaluation dashboard
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