60% Reduction in Operational Bottlenecks and 25% Increase in Conversion Rate with AI Automation
Client
Axiom
Year
2025
Executive Summary
Axiom, a fast-growing men’s outerwear e-commerce brand, was struggling to keep up with its operational demands and conversion optimization amid rapid growth. Manual workflows for content creation, customer service, and lead qualification were limiting scale, speed, and consistency.
By partnering with Vita AI, they implemented a robust AI automation framework—combining an agentic AI system, multimodal AI insights, and generative AI for marketing operations.
The transformation yielded a 60% reduction in process inefficiencies and a 25% boost in conversion rates, with an ROI of 410% within 6 months and a financial impact exceeding £1.3M annually—positioning Axiom to scale without friction.
Key Metrics Snapshot
Metric Category | Specific Metric Measured | Before Value | After Value | % Improvement / £ Value |
|---|---|---|---|---|
Operational Efficiency | Average Order Handling Cycle | 12 hours | 4.5 hours | 62.5% reduction |
Cost Reduction | Cost per Customer Support Ticket | £3.80 | £1.70 | 55% / ~£42K saved annually |
Revenue Growth | Conversion Rate on PDPs | 2.4% | 3.0% | +25% / £650K uplift annually |
Customer Satisfaction | First Response Time (FRT) | 2 hours | 18 minutes | 85% faster responses |
Key Financial Outcome | ROI / Payback Period | — | 410% / 3 months | Rapid return, compounding ROI |
Client Background
Axiom is a leading DTC men’s outerwear brand known for its refined urban aesthetic and sustainable manufacturing. With customers across the UK and North America, Axiom built a loyal following but faced scaling challenges as demand surged.
Their 2024 strategic priority was to modernize operations without compromising brand quality—focusing on process efficiency, smarter marketing, and real-time customer experience improvements.
Challenges
Before partnering with Vita AI, Axiom was constrained by several key issues:
Manual Product Content Creation: Generating product descriptions and ads relied on in-house copywriting, consuming up to 60 hours per collection and slowing time-to-market.
Customer Service Bottlenecks: High support volumes overwhelmed the small CX team, with FRT exceeding 2 hours and CSAT falling below target.
Lack of Insight from Feedback: Axiom collected reviews, returns data, and customer emails, but had no system to extract actionable insights—leaving quality issues and UX trends unaddressed.
Existing solutions were fragmented, rules-based, and lacked scalability. Axiom aimed to cut process time by 50%, improve customer experience KPIs, and gain data-driven intelligence to refine products and marketing.
The Solution: AI-Powered Automation by Vita AI
Vita AI delivered a full-stack automation solution tailored to Axiom’s retail ops and ecom funnel.
Agentic AI System
We deployed intelligent agents to autonomously handle Tier 1 customer queries, escalate complex tickets, and proactively follow up on delivery and return issues. This replaced fragmented live chat workflows and eliminated long response times.
Multimodal AI Insights
A custom multimodal model processed image-based returns, text reviews, and email complaints. The system surfaced correlations like "zipper quality issues in specific SKUs" and flagged priority fixes, enabling better product iteration and quality assurance.
Generative AI for Marketing
We trained a brand-aligned GPT model to auto-generate PDP descriptions, ad copy, and A/B test variants across email, Meta, and Google Ads. This slashed campaign prep time by 75%, while maintaining on-brand tone.
Technology Stack
AI Models: GPT-4 (OpenAI), CLIP (OpenAI), Custom NLP pipeline (Hugging Face)
Platforms: Google Cloud AI (Vertex AI), Zapier, Shopify API, Meta Ads API
Automation Tools: Custom orchestration engine + Make (Integromat)
Data Stack: Google BigQuery, Airbyte, Snowflake
CRM/Support: Gorgias, Klaviyo, Postmark
Implementation Process
Vita AI delivered end-to-end deployment in 9 weeks:
Discovery (Week 1-2): Mapped Axiom’s content ops, support flows, and marketing workflows.
Prototype & Model Design (Week 3-4): Built product description and support ticket bots; scoped multimodal feedback engine.
Integration (Week 5-7): Connected Shopify, Gorgias, Klaviyo, and Google Ads data; trained and fine-tuned AI agents.
Testing & Rollout (Week 8-9): QA with Axiom’s CX and marketing team; launched on live store and campaigns.
Training & Support (Ongoing): Weekly performance check-ins, prompt optimization, and model retraining.
Overcoming Hurdles
While integrating with Shopify’s custom metafields, we encountered limitations in real-time content updates across regions. Our engineers developed a middleware sync tool that ensured consistent AI-generated copy was pushed to the right product variants by locale—without breaking translation workflows.
The Results: Tangible Business & Financial Impact
Challenge Area | Metric Improved | Before / After | Tangible Impact |
|---|---|---|---|
Slow content creation | Copywriting Time | 60 hrs → 15 hrs | Faster launches, £120K/yr in time saved |
Support delays | Avg. FRT | 2 hrs → 18 mins | 85% faster, 12% rise in CSAT, fewer churns |
Unused customer data | Feedback Analysis | None → Fully Automated | QA loop improved, refund rate down 8% |
Poor ad performance | CTR on Meta Ads | 1.2% → 1.9% | Higher ROAS, +£380K in attributed sales |
Conclusion
The partnership between Axiom and Vita AI illustrates the power of tailored AI automation in e-commerce. By intelligently integrating agentic systems, multimodal data analysis, and generative AI tools, Axiom unlocked significant operational efficiency, elevated its customer experience, and drove measurable revenue growth—all without increasing headcount.
With a streamlined backend and smarter front-end engagement, Axiom is now positioned to scale sustainably, adapt quickly, and lead confidently in a competitive market.
Scope of Work
