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

median first response

15,000+

tickets a month

The brand

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.

The challenge

The queue 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.

Why Sagepilot

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.

The results

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. And it keeps getting better: AI resolution grew from 65% in May to 77% in June to 80% now. Customers rate her conversations 4.07 out of 5, ahead of the queue overall. 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.

Post-purchase · Order tracking

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.

Mera Lucky Bamboo kab deliver hoga? Weekend pe ghar pe nahi hoon 😅

Aapka Lucky Bamboo dispatch ho gaya hai, 4 se 6 working days mein deliver hoga. Delivery partner pehle call karega. Live track yahan: track.openleaf.tech/?awb=7D96…

Order pulled, live courier status translated

A third of the queue, cleared in seconds

Voice · The delivery rescue call

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.

11:20

Rohan

Sagepilot AI · Myra01:12

Hi Rohan, this is Myra from Ugaoo. Your Peace Lily couldn’t be delivered today. Can I confirm your address?

Address is right, but I’m only home on Saturday.

Done, re-attempt booked for Saturday. Your plant stays on its way.

mute

keypad

speaker

Rescued while the shipment is still in play

Plant expertise · The signature

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.

Just got my Money Plant yesterday and two leaves are already yellow, is it dying?? 📷

Your Money Plant is not dying, this is normal transit stress and it recovers well:Keep it in a bright, airy spot away from direct afternoon sun, water only when the top inch of soil feels dry, and let it settle for a week. New leaves should come in healthy.

Photo diagnosed · transit stress, not disease

Recovery first, replacement is the fallback

Governance · Replacements

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.

Snake Plant arrived broken · replacement request

Photos collected, validated against the order
Eligible · inside the 30-day guarantee
PlantFix claim filed, team review queued

Consistent policy, zero repeat questions

Pre-sales · Recommendations

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.

Need something low maintenance for my office desk, I travel a lot

A ZZ Plant or a Snake Plant would be perfect for you. Both handle low light beautifully and are happy being watered just once a week, even less when you travel.

Snake Plant

Low light · water once a week

Cart Link Sent · One Tap To Checkout

Plant advice that ends one tap from checkout

Onboarding

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.