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Helping employees resolve customer issues faster

Co Op — Through this proof of concept, they built a RAG virtual assistant application powered by Agent Bricks Custom Agents , incorporating the same 1,000 documents they were using for informational purposes. CUSTOMER STORY Helping employees resolve customer issues faster 50,000–60,000 Queries managed weekly Co-op, one of the world’s largest consumer cooperatives owned by millions of members, is the UK’s fifth largest food retailer with over 2,500 stores.

Agent or tool
OpenAI
Topic
Customer Support
Reported on
Case study (Databricks)
Added
2026-11-11

Why it matters

Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 554 sightings filed under Customer Support on Agent Sightings (number 381 by interest), and one of 25 involving OpenAI.

How you could try it

Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into OpenAI or any similar agent and adjust the details to your situation.

I want an agent to handle routine customer questions end to end, and pass anything unclear to a person. The tool in the source case was OpenAI.

Saved

Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.

Source

Read the original first-hand account on Case study (Databricks): https://databricks.com/customers/co-op. Our summary is a paraphrase; details are in the source.

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