90% of Support Tickets and Merchant Email Replies Handled Automatically by AI Employees

inxy.ai is a closed-loop AI SEO engine for Shopify stores, serving hundreds of e-commerce merchants. SEO is a service whose results lag, so merchants are highly sensitive to ranking swings, configuration, and billing—and inquiry volume grows linearly with the merchant base, drowning a small team in repetitive tickets and emails.

5h→6min

Ticket First-Response Time

Down roughly 98%

90%

Tickets Resolved by AI Autonomously

Closed out without human intervention

3×

Merchants Supported per Team

Support team size unchanged

THE CHALLENGE

The Challenge

Every Shopify merchant inxy serves asks the same questions over and over—"why hasn't my ranking gone up yet," "how do I configure inxy," "billing and plans." Because SEO takes a long time to show results, merchants are anxious and follow up frequently, yet these questions are highly repetitive. As the merchant count grew from a few dozen to several hundred, a customer success team of just a few people was buried under tickets and emails, first-response times kept slipping, and renewal rates took a direct hit.

THE SOLUTION

How the AI Employees Step In

inxy embedded RixyAgent's AI employees into its customer support workflow, deploying three of them: a "Support Specialist" to triage and answer tickets, an "Email Assistant" to draft and send personalized email replies, and a "Technical Q&A Agent" to answer expert questions grounded in product docs and merchant store data. The AI employees persistently remember each merchant's store configuration, plan, and conversation history, so replies are precise and contextual—shifting the customer success team from firefighting to proactively nurturing relationships.

USE CASES

Three AI Employee Workflows

Smart Ticket Triage & Reply

On receiving a ticket, the AI employee drafts a reply that draws on the merchant's store configuration, plan status, and conversation history. High-frequency questions (ranking lookups, configuration guidance, billing explanations) are answered and closed out directly; complex requests (refunds, custom needs) are flagged by priority and handed off with a context summary, so an engineer grasps the full picture within 30 seconds.

Before

First response 5 hours on average

After

First response in 6 minutes

Personalized Email Replies

The AI employee monitors the merchant email queue, automatically detects intent, and drafts replies with merchant-specific context—citing the store's current ranking data, recent optimization moves, and past correspondence. Routine emails are sent automatically, while anything involving sales or anomalies is routed to a human for confirmation, eliminating cold, templated responses.

Before

Emails pile up, 1–2 days to reply

After

Personalized replies in minutes

Technical Q&A from Knowledge Base

Grounded in inxy's product docs, best practices, and the merchant's actual store data, the AI employee answers expert questions like "why didn't this keyword rank" and "which pages should I optimize," giving actionable advice rather than generic talk. Once distilled into a self-service knowledge base, many merchants resolve issues on their own, further reducing ticket volume.

Before

Technical questions explained one by one by hand

After

Self-service + precise AI answers

“

We do SEO, but our customer success bottleneck has always been support. RixyAgent's AI employees remember every merchant's store details and past issues, and reply fast and accurately—letting us support three times the merchants with the same team size.

— inxy Team

AI SEO Engine · inxy.ai

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