Project Overview
Strategy & Advisory
AI Products & Platforms
Commercialization & Growth
AI Infrastructure
A leading automotive parts retailer faced growing customer service pressure driven by high volumes of special-order and delayed shipments. With over 500,000 support tickets and 150,000 active customers, manual workflows for tracking, fitment validation, and supplier coordination created delays, rising costs, and declining customer satisfaction.
SFAI Labs partnered with leadership to design a value-driven AI strategy that aligned operational efficiency with commercial outcomes. Using our lab acceleration model, we rapidly analyzed workflows, validated high-impact use cases, and executed in parallel across strategy, architecture, and prototyping.
Within 12 weeks, SFAI Labs delivered a comprehensive AI support system blueprint covering automated customer intake, supplier communication, ETA prediction, and ticket resolution. The solution integrated with Freshdesk, Magento, and internal order management systems while meeting enterprise governance and audit requirements.
The platform enabled the client to significantly reduce customer frustration, automate supplier coordination, and modernize their self-service experience. The organization gained a scalable foundation for AI-driven customer operations, positioning them for long-term cost savings and service excellence.
Key Takeaways
Strategy-led AI drives adoption
Automation reduces operational friction
Integrated platforms improve resolution speed
Enterprise systems enable scale
Rapid validation minimizes risk
Challenge
The client managed thousands of delayed and special-order parts across more than 60 suppliers and 300 manufacturers. Customer service teams spent nearly 40% of their time responding to ETA and tracking requests. Manual follow-ups, inconsistent supplier processes, and fragmented data systems led to ticket backlogs, missed updates, and frustrated customers.
Strategy
SFAI Labs conducted a rapid assessment to identify high-impact automation opportunities across customer intake, supplier communication, and order management. We designed an AI strategy and product roadmap focused on reducing repetitive inquiries, improving transparency, and supporting long-term growth.
Solution
We designed a modular AI support platform featuring intelligent intake, automated supplier communication, AI-driven ETA prediction, and real-time system integrations. The solution leveraged large language models, orchestration pipelines, and contextual retrieval to deliver reliable, scalable support operations.
Execution
Week 1: Discovery and market research
Week 2–3: Architecture and validation
Week 4–6: Development and integration
Week 7–9: Governance and optimization
Week 10–12: Deployment and enablement
Results
~40% workload reduction
Faster resolution cycles
Lower support costs
Business Value
The engagement delivered sustainable value through cost reduction, improved customer trust, and increased operational resilience. The client established a future-proofed AI foundation capable of supporting growth, expansion, and evolving service demands.
Why SFAI Labs
This project succeeded due to SFAI Labs’ ability to combine strategic leadership, advanced AI engineering, and accelerated execution. Our integrated lab model ensured alignment from product vision to commercial impact.
