eBay's customer support spans thousands of scenarios, including 88 distinct use cases identified as particularly complex.
These cases require nuanced judgment that traditional scripted support systems cannot handle effectively. The company needed a way to resolve issues faster while maintaining accuracy and customer satisfaction.
Artium built a custom multi-agent AI system that helps customers resolve issues directly through self-service and equips customer service representatives with tools for faster, more accurate responses when human involvement is needed. The system was designed to cover eBay's most complex support scenarios. It supports both self-service and assisted-service experiences.
The multi-agent system targets 88 distinct, high-complexity customer-service scenarios that scripted systems could not handle effectively.
A proof of concept launched for U.S. customers, testing both self-service and agent-assisted experiences in production.
Developed with OpenAI's Agents SDK, Responses API, and real-time models, integrated with eBay's infrastructure via custom Artium software.
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