CASE STUDY
AI support
Lighting
4 min read
of support work handled by AI (last 7 days)
of all tickets handled with AI
tickets resolved entirely by AI
Customer satisfaction (CSAT, 7 days)
INDUSTRY
Lighting
TOOLS
armin.cx, Shopify, 8returns
PERIOD
since Sep 2026
SERVICE
Setup + ongoing support
THE BRAND
MATO Lighting sells indoor and outdoor lights through its own Shopify store and Amazon. Many requests are technical: which light fits, how to wire it, when it will be back in stock.
THE STARTING POINT
Around 2,700 tickets in 30 days via email, chat and WhatsApp · Many recurring product and technical questions · Returns via 8returns, orders in Shopify · No write access for the AI at launch
THE GOAL
Fast, accurate answers to product, order and return questions · Take load off the team without giving the AI write access · Start safely, then expand step by step
THE STRATEGY
Start with read-only access: look up orders, products and returns · Build product knowledge into a knowledge base · Whatever the AI isn't sure about goes to the team with a pre-diagnosis
THE EXECUTION
AI agents for email, chat widget and WhatsApp · Router plus specialists for order status, returns and product advice · An automatic satisfaction survey after every resolved ticket, with a direct Trustpilot review request for good ratings · Go-live on September 18
THE RESULTS
The AI handles 57% of the support work, not counting surveys · AI involved in 92% of all tickets · 485 tickets resolved entirely by AI since go-live · Customer satisfaction of 4.5 out of 5, happy customers are asked right away for a Trustpilot review
WHY IT WORKED
Started small and safe instead of all at once · Good product data matters more than write access · Clean handover to the team instead of guessing
“Within one month, he raised the automation rate to between 40 and 50 percent. We need fewer staff, and the AI answers much faster, even on weekends, 24/7.”
Tobi, co-founder & partner, MATO Lighting
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