The challenge
MCVK s.r.o. runs two e-shops — Kolostrumko.sk and Kolostrumko.cz — and their support inbox was dominated by the same first-line questions across both markets: “Where is my order?”, shipping and delivery options, returns and complaints, dosage and product questions, invoice requests. The same tickets repeated thousands of times in two languages, response times stretched during campaigns and seasonal peaks, and hiring more people only scaled the cost, not the experience. The team needed tickets to resolve themselves wherever it was safe to do so.
What we built
We built an autonomous L1 support agent grounded in the shops’ product catalogue, shipping and returns policies, and connected to the order and logistics backend through tools. The agent serves customers in both Slovak and Czech, reasons about each ticket instead of firing canned macros, retrieves the relevant knowledge, and takes real actions — looking up order status, generating return labels, answering dosage and product questions, sending invoices — then verifies the outcome. When a request falls outside its mandate or confidence, it hands off cleanly to a human with the full context attached.
Results
The agent now resolves 64% of incoming tickets end to end with no human intervention, instantly and around the clock, across both the Slovak and Czech storefronts. The human team is freed from repetitive L1 work to focus on complex cases and retention, response times drop even during peak campaigns, and support scales with order volume instead of headcount. MCVK turned its busiest, most repetitive queue into a largely self-serving system.