Endy resolves 85% of contacts automatically during its Tim Hortons promo and creates new AI QA roles
Endy · Toronto, ON · Ecommerce · Roles: Customer Support, Marketing
What was done
The Canadian sleep brand runs an Ada AI agent across messaging and email for three brands. It handles address changes and cancellations end to end through the Shopify API and was coached ahead of a Tim Hortons Roll Up To Win placement.
Outcome
Ada reports an 85% automated resolution rate during the promo, 75% CSAT during a warehouse sale and 10,000 fewer live-agent tickets in Nov–Dec. Data from the agent also helped win a doubled address-change window from the warehouse. Endy hired two QA analysts instead of cutting staff.
Evidence: Vendor case study. Figures are as reported by the source and have not been independently audited by AgentsNorth.
Agents & tools used
Prompt Reconstructed by AgentsNorth
The source didn't publish its prompt. This is our reconstruction of a starting prompt for a similar workflow, not the company's actual prompt.
Customer wants to change their delivery address. Verify their name and email match the order, check the order's modification-window tag, collect the new address, and update it via the Shopify API. If outside the window or details don't match, explain options and hand off to a human.
Source
Ada case study · undated · link checked 2026-10-15