How Ugaoo automated 80% of support with an AI plant expert
India's largest online plant store sells a product that is alive, and every order comes with questions only a plant person can answer. Myra, Ugaoo's AI employee, now handles those conversations across WhatsApp, Instagram, Messenger, email, web chat, and the phone line.
80%
AI resolution rate
3s
median first response
4.07/5
CSAT on AI conversationsCustomer satisfaction on conversations Myra handles, rated ahead of support overall.
Challenge
More than 15,000 tickets a month, a third of them delivery questions and the rest needing real plant knowledge, arriving on nights and weekends the support team doesn't work.
Solution
Myra on the front line of every channel, trained on the catalog, plant care, and policies, and connected to live order data, courier tracking, and the PlantFix replacement portal.
Results
- 80% AI resolution, up from 65% in May
- Replies in about 3 seconds, 2 AM on a Sunday included
- 4.07/5 on AI-handled conversations, ahead of support overall
Selling something alive
Ugaoo is India's largest online plant store: live plants, seeds, planters, fertilizers, and everything else a plant parent needs, along with 16 physical stores across Pune, Mumbai, Bengaluru, Delhi, and Gurgaon.
A plant is a tricky thing to sell online. It is alive when it leaves the warehouse, it spends days in a courier box, and it keeps growing and changing after it arrives. So customers do not just ask where their order is. They ask why a leaf is turning yellow, how often to water, and what those white bugs on the stem are. Answering all of that, well and quickly, is what support means at Ugaoo.
Customers don't keep business hours
The volume is big: more than 15,000 tickets and 88,000 messages a month across five chat channels, before a single phone call is counted. About a third of it is delivery questions. The rest needs real knowledge: damage claims with photos to judge, care advice for hundreds of different plants, and product guidance before a purchase.
Timing made it harder. The support team works Monday to Saturday, 9:30 AM to 6:30 PM. Customers do not. Saturdays run as busy as weekdays, and messages keep coming past 10 PM, in English, Hindi, Hinglish, and regional languages.
Failed deliveries were the worst of it. The plant would sit in a courier hub, the customer would grow frustrated, and Ugaoo would only hear about it once the complaint arrived.
Myra, connected to everything
Ugaoo put Myra on the front line of every channel. She is trained on the full catalog, on plant care, on replacement policies, and on the brand's voice. More importantly, she is connected to the systems the team already uses: live order and shipment data, courier tracking, and the PlantFix replacement portal. That is the difference between answering and actually doing.
Myra checks the real parcel status, reviews damage photos, files replacement claims, and sends a product card with a cart link when someone is ready to buy. On the phone, she goes a step further: when a delivery fails, she calls the customer before they even notice, sorts out the address, and books the next attempt. Anything genuinely complex goes to the human team with the full story attached.
80%, and climbing
Today Myra handles nearly every ticket that comes in and resolves 80% of them on her own, more than 14,000 in the last 30 days. Her replies land in about 3 seconds, at 2 AM on a Sunday just as reliably as at noon on a Monday.
The human team's day changed shape too. Instead of answering the same tracking question a hundred times, they now work on the cases that truly need judgment: courier escalations, tricky replacements, and bulk and B2B orders.
- AI resolution grew from 65% in May to 77% in June to 80% now
- More than 14,000 tickets resolved end to end in the last 30 days
- Customers rate her conversations 4.07 out of 5, ahead of support overall
The parcel question, answered in seconds
A third of Ugaoo's tickets are delivery questions: where is my plant, when will it arrive. Myra checks the live shipment, explains the courier status in plain words, and shares the tracking link, in whichever language the customer wrote in.
- Order pulled, live courier status translated
Myra calls before the customer has to
When a courier can't deliver, Myra picks up the phone. She already knows the order, the product, and what went wrong. She confirms the address, books a fresh attempt or a better date, and logs a ticket so nothing slips through.
Rohan
Sagepilot AI · Myra01:12
The Money Plant rescue at 10:40 PM
This is the part no ordinary support tool can do. Send Myra a photo of a struggling plant and she answers like a fellow plant parent: what's wrong, why it happened, and exactly how to nurse it back, suited to Indian homes and Indian weather.
- Photo diagnosed · transit stress, not disease
A 30-day guarantee, run with care
Every live plant comes with a 30-day replacement guarantee, and Myra runs the process end to end. She checks the photos, confirms the claim is eligible, files it through the PlantFix portal, and passes anything unusual to the team with everything attached.
- Photos collected, validated against the order
- Eligible · inside the 30-day guarantee
- PlantFix claim filed, team review to follow
From "low light plant?" to a ready cart
Ask Myra for a plant and she asks the right questions back: how much light, how much time, how often you travel. Then she shares the best matches as product cards, with a cart link ready when you are.
Snake Plant
Low light · water once a week
Cart Link Sent · One Tap To Checkout
Going live
Phase 1 · Post-purchase on autopilot
Myra connects to Shopify, courier tracking, and fulfillment, so a question that used to need a human and three tools gets answered in seconds.
Phase 2 · Failed deliveries, caught early
When a delivery fails, Myra calls the customer before they notice, confirms the address, and books the next attempt. Every call is logged for the team.
Phase 3 · The live-plant guarantee
Replacement claims are handled in the same chat: photos checked, the 30-day window applied fairly, and unusual cases passed to the team with context.
Phase 4 · Advice that sells
Product questions end with a recommendation, a product card, and a ready cart link, so support conversations quietly become sales.
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