AgentMeridian Logistics2025
A support agent that deflects 6 in 10 tickets
A scoped support agent wired into Meridian’s helpdesk and shipment data — answering tracking, returns, and policy questions before they reach a human.
Support agentRAGHelpdeskEvals
Agent
Meridian
62%
Tickets auto-resolved
4.2×
Faster first response
3 wks
To production
The challenge
Meridian’s support queue grew faster than headcount. Most tickets were repetitive — “where is my shipment”, “how do returns work” — but each still cost an agent five minutes.
Our approach
- Mapped the ticket history to find the deflectable 60% before writing any code.
- Built a retrieval agent grounded in shipment data and the live policy docs.
- Added an eval suite so every prompt change is scored before it ships.
- Set a hard handoff rule: anything low-confidence goes straight to a human.
The outcome
Within three weeks the agent handled 62% of inbound tickets end to end, with first-response time down more than fourfold. The support team now spends its time on the genuinely hard cases.
Delivered
Scoped support agentEval & monitoring suiteHelpdesk integrationTeam handover & docs