Problem As the client scaled globally, their support team faced an exponential rise in customer tickets – especially during off-hours. Customers expected immediate answers, but the support queue grew longer, response times slowed down, and inconsistencies in replies became frequent. Even though the company had a rich internal knowledge base, it remained underutilized – agents […]

Search is the backbone of modern commerce. And nobody knows that better than Shopify. At Shopify’s scale, search is not a mere feature. It’s infrastructure.  Millions of queries flow through the system every hour, especially during peak events and the holiday season. When shoppers search, they’re not typing keywords. They’re expressing intent. But, Shopify’s legacy […]