The platform was built with:
- Encrypted customer interactions
- Cloud-native AI infrastructure
- Scalable support architecture
- Secure ecommerce integrations
- Enterprise-focused deployment standards
Celeste Mattress needed a better way to manage growing ecommerce customer interactions across English and Arabic channels without expanding manual support operations.
Origami Studios developed a multi-agent AI customer engagement platform integrated directly with the ecommerce website to automate customer support, product recommendations, order tracking, complaint handling, and voice interactions.
Customer inquiries related to mattress selection, pricing, delivery timelines, complaints, and order tracking were increasing as ecommerce traffic grew.
Most support requests required repetitive manual handling, slowing customer response times and creating operational inefficiencies during peak shopping periods.
The business also needed multilingual support capabilities across both English and Arabic customer interactions.
Origami Studios built a multi-agent AI orchestration platform designed specifically for e-commerce customer engagement workflows.
The platform integrated with the e-commerce website and automated:
The system used Conversational AI, NLP, Voice AI, and RAG-based retrieval workflows to provide contextual customer responses across English and Arabic conversations.
Average AI response time
Product recommendations, order tracking, and complaint handling delivered in under two seconds.
Real-time messaging infrastructure
AI voice calls handled
Inbound customer queries answered end-to-end by Voice AI — product guidance, complaints, and order status resolved without a human agent.
Voice AI + NLP powered
Customer conversations handled
Multi-agent AI resolved the majority of support queries automatically — only complex escalations were routed to a human representative
Multi-Agent AI orchestration
Bilingual AI support at full scale
English and Arabic customer interactions handled from a single unified platform no separate workflows, no language-switching delays, and no duplicate support teams needed to serve both markets simultaneously.
Biggest market expansion impact
Always-on ecommerce support coverage
AI agents running round-the-clock across chat and voice — customers received product recommendations, order tracking, and complaint resolution at any hour without staffing gaps or peak-period slowdowns
Cloud-native always-on infrastructure