An AI call-support platform integrated with Gorgias.
Original project archive. The interface shows how a support conversation can be reviewed; figures pictured are not verified current results.
Phone support is part of the same customer relationship as email and online support. PetStore Direct needed a platform for calls that connected to the service environment its team already used.
We built a dedicated call-support platform with a Gorgias integration. The project focused on the phone channel and its connection to customer support, giving the call experience a place in the wider service operation.
The platform includes a call-history area and a dedicated record for an individual call. Details, transcripts, analytics and recordings are organized into separate views. Support staff can move from the list of conversations to the information needed to understand one call, without treating voice as an isolated channel.
The call-detail implementation brings the conversation summary into the review screen, alongside the transcript and a recording when one is available. Transcript and recording downloads support further review. These are operational tools for the people responsible for the service, as well as a customer-facing AI experience.
Gorgias connects the phone-support build to PetStore’s wider customer-service environment. The integration is part of the platform’s core scope: the engineering needs to account for both the conversation and the team’s existing support process.
This project is the phone-support platform. The product intelligence, Shopify connection and website voice-and-chat experience belong to PetStore’s second platform, described in a separate case study.
A purpose-built platform for AI-assisted support calls, connected to Gorgias. It is a separate system from the website voice and chat platform we also built for PetStore Direct.
PetStore’s second platform handles voice and chat on the website, across sales and support, with both Shopify and Gorgias in scope.
Read the other PetStore case studyTell us about the people, the problem and the systems involved. We’ll start there.
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