The Challenge
For many retail businesses in the smart security industry, customer support is both critical and resource-intensive. Customers often reach out through multiple channels — from web forms and email to inbound phone calls — and support teams can quickly become overwhelmed with repetitive questions about products, installations, and troubleshooting.
One retailer approached us with this exact challenge. Their support lines were flooded, employees were stretched thin, and costs were rising. They wanted a solution that could:
- Reduce the volume of repetitive calls.
- Improve customer response time.
- Provide a consistent support experience across channels.
The Solution: A Tailored Copilot Agent
We designed and deployed a Copilot-powered support agent to serve as the first line of contact across the retailer’s existing channels. The approach involved several key steps:
- Mapping Interaction Points
We identified all the ways customers were contacting support — web forms, email, and inbound calls. - Knowledge Integration
The Copilot was trained with knowledge articles, product manuals, and user guides, enabling it to answer a wide variety of customer questions. - Behavior & Escalation Rules
We gave the Copilot clear instructions on how to:- Respond to customer inquiries in a professional, helpful tone.
- Escalate issues it couldn’t solve.
- Seamlessly transfer conversations to a human agent when required.
- Agent Actions
We configured actions for the Copilot to:- Create cases automatically.
- Engage human agents when necessary.
- Log interactions for reporting and improvement.
The Results
The implementation delivered immediate, measurable impact:
- 📉 70% reduction in support calls handled by human agents.
- 👥 Smaller support team required, freeing employees to focus on higher-value tasks.
- 💰 Significant cost savings on staffing and operations.
Customers also experienced faster, more consistent responses — improving overall satisfaction.
What’s Next?
Following the success of the initial Copilot agent, the retailer asked us to expand its capabilities:
- Training the agent to handle repetitive internal tasks.
- Exploring how the Copilot could answer inbound phone calls directly and resolve issues without human intervention.
This next phase is an exciting step toward a fully AI-augmented support model for the smart security retail industry.
Final Thoughts
This project demonstrates how Copilot agents can transform customer service for retail businesses. By combining AI-driven knowledge lookup, clear escalation rules, and agent actions, companies can reduce costs, improve efficiency, and deliver a better customer experience.
At Peak Your Power, we specialize in creating tailored Copilot solutions that go beyond chat — helping businesses unlock productivity and scale smarter.
👉 Want to see what a Copilot agent could do for your business? Leave us a comment below.