CASE STUDY
AI support
Beauty
4 min read
Automation rate (30 days)
of all tickets handled with AI
tickets resolved entirely by AI
cancellations and address changes directly in Shopify
INDUSTRY
Beauty
TOOLS
armin.cx, Shopify
PERIOD
since Sep 2026
SERVICE
Setup + ongoing support
THE BRAND
A growing D2C beauty brand from the DACH region with a Shopify store. Lots of orders, lots of questions about delivery, cancellations and usage.
THE STARTING POINT
Around 1,400 tickets in 30 days · Many recurring questions: where is my order, please cancel, wrong address · Support was handled entirely by hand
THE GOAL
Resolve standard requests without a human · Actually carry out cancellations and address changes, not just answer · Hand complaints over cleanly to the team
THE STRATEGY
Router agent plus specialists · Shopify actions with clear rules, e.g. only before shipping · A tone of voice that fits the brand
THE EXECUTION
AI agents for email and WhatsApp · Shopify actions: cancellation with refund, address change · Tone, signature and handover rules aligned · Go-live on September 2
THE RESULTS
70% automation rate in the last 30 days · AI involved in 92% of all tickets · 522 tickets resolved entirely by AI since go-live · 27 cancellations and 5 address changes directly in Shopify
WHY IT WORKED
The AI is allowed to act, not just answer · Clear limits for when a human takes over · Continuous optimization based on real tickets
How much revenue is hiding in your existing customers?
In the intro call, we get to know your status quo. Then we analyze your accounts in detail and show you the biggest levers.
Pick a time →