A D2C brand reduced social media response time to under 15 minutes and freed 20+ hours weekly with an AI assistant
"Do you ship to Canada?"
Classified: Common Question
"Bulk quote for 200 units?"
Classified: Sales Lead
"Order #4471 arrived damaged"
Classified: Support Issue
The challenge
The social media manager was spending 20+ hours every week answering the same five or six frequently asked questions. Genuine sales inquiries were buried in thousands of comments and DMs. Urgent customer complaints went unanswered for hours. The brand was losing hot leads and damaging its reputation with slow response times.
What we built
We deployed an AI agent that analyses every incoming comment and DM in real time, classifying intent into four categories: Sales Lead, Customer Support Issue, Common Question, or General Engagement. Sales leads are instantly routed to the sales head via Slack. Support issues are created as tickets in the helpdesk. Common questions receive AI-drafted replies that the manager can approve in one click. The system processes messages 24/7.
How we got there
Train the intent classifier
Tuned the model on real historical comments and DMs to reliably separate leads, support issues, and FAQs.
Wire up routing
Connected Slack for sales leads and the helpdesk for support tickets, with one-click approval for common replies.
Go live 24/7
Switched on always-on coverage and handed the manager a weekly triage summary.
Results
Manual inbox management dropped by 60%. The social media manager reclaimed 20+ hours weekly for strategic work. Average first-response time for support fell from several hours to under 15 minutes. Sales inquiries are now captured immediately, preventing hot leads from slipping through the cracks.
Services used in this engagement
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