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Customer Service · Shoppers, opticians, distributors

From draft to done — for shoppers, opticians and distributors.

Built from what Filippo raised. Customer service went from three people to one, and everything — e-commerce shoppers, opticians, distributors — still lands on that one desk. Retrosuperfuture already has an AI assistant on the site, built in-house. This proposal takes the next step: the routine gets resolved, the trade side gets covered, and the one person left handles decisions, not a backlog.

3 audiences inside your platform · no rebuild email + site chat 15 Sep 2026

Prepared for Filippo Baroli — CEO, Retrosuperfuture (from 5 Oct 2026)

Prepared by Michele De Filippo, PhD

Founder · defil.ai

What we heard from Filippo

One desk. Three kinds of customer. The same two questions.

Your colleague already carries every request, in every language — that part works. From our call, three things stood out:

From three to one.

Customer service went from three people to one, and that one is under water. Before hiring the next person, see what an assistant can take.

Three audiences, one inbox.

Opticians. Distributors. End consumers — who bought on the e-commerce, or in a store and come to you for the warranty.

It's always logistics or quality.

“When does it arrive?”, lead times, goods held in customs asking for documents. Or a defect, a lost piece, the hinge pin after three months, a spare part, a replacement.

« Prima di assumere un altro customer service, si può fare il piano di implementazione di un assistant AI. »

“Before hiring another customer-service person, we can plan an AI assistant.”

Captured from our call · September 2026

This is my understanding — correct me where I'm wrong.

Where you are today

You've already put an AI in front of shoppers. That's the hard part.

Live today on retrosuperfuture.com

RETROSUPERFUTURE AI — 24/7 on the Customer Service page and site-wide: returns, spare parts, warranty, shipping by country, and the order status when the shopper is logged in
a B2B access request for trade customers
an in-house platform behind it, served from your own domain

retrosuperfuture.com/pages/customer-service · read 15 Sep 2026

What still lands on one desk

The hand-off is where it breaks — the assistant answers, then a person must open, check and send every ticket, in every language; public reviews from this summer say the same thing: “customer support contact is just a bot, and when you submit a ticket, nobody responds” — one waited nearly two months
The trade side — opticians and distributors write to a person: order status, backorders, lead times, customs paperwork, replacements
The follow-through — claims with photos, RMAs, documents, “did anyone answer?”
Small drifts — the return window is stated five ways across the site and the assistant (30, 20, 15 and 15 working days, 14); two support addresses (support@ and rsf@) split the inbox

We extend what you built — same knowledge, same tone, same platform. We don't replace it.

What this is for

Three audiences, one desk — and the routine done, not drafted, before anyone opens the inbox.

Not a replacement for your colleague. A filter in front of them: the routine is resolved end-to-end, the trade side is covered, and the real cases arrive as decisions — summarised, sourced, one click to send.

Who writes, and what they ask

Same assistant. Three profiles. Three different answers.

Shoppers

bought online, or in a store

“Where is my order?”
customs duties on delivery (non-EU)
returns & exchanges
warranty claim, with photos
spare part: temple, nose pad, screw

Resolved in the first reply — a person approves only refunds and claims.

Opticians

1,335 authorised doors in 22 countries, 782 of them in Italy

“When does my reorder ship?”
backorders & ETAs
a defective pair for a client — claim within 8 days of arrival, replacement or credit note
price list, product data, images
display material

Backorders announced before they ask — the #1 complaint opticians have with frame brands.

Distributors

by country (Korea, Japan, Iberia, Thailand, Singapore…), across RSF and the licensed brands

shipment status & partials
customs hold: commercial invoice, packing list, origin, HS codes
CE / regulatory documents per brand
claims on a batch
stock & reorders of best-sellers

The document pack drafted from the shipment record — one click to approve.

It knows who is writing — customer record, domain, order history — and replies in that customer's language: IT · EN · FR · DE · ES · JA · KO · ZH

The overhead today · and where it goes

Right now, three audiences share one inbox — and one person.

Shoppers

Opticians

Distributors

…all into one inbox, one desk

Today — every ticket by hand

Three audiences

every language · every day · by hand

Your colleague

one desk

Even with drafts prepared, every ticket is opened, checked, translated and sent by a person. The queue never empties.

With the assistant

Three audiences

routine

Assistantresolves & follows through

decisions only

Your colleague

decides

The routine is resolved and closed. What reaches your colleague is a decision — a refund, a claim, a document — with the file already assembled.

How it works · step through it

From “a request arrives” to “done” — five steps.

01

A request arrives

02

Recognised — who, and what

03

Reads the right sources

04

Resolves or prepares

05

Your colleague decides

Step 1 / 5

A request arrives

Email, the site chat, or the ticket queue — WhatsApp optional. Nothing changes for the customer: they write where they always wrote, in whatever language they use, at whatever hour they choose.

See it working · click a request to switch

The customer asks. The assistant closes it.

support@retrosuperfuture.com · assistantreplies in the customer's language · IT EN FR DE ES 日本語 한국어

Request:

Illustrative — names, orders and numbers are examples. The assistant answers only from your orders, policies and templates, and hands over to a person when it should.

Why this works

Accurate because it's grounded — and safe because a person keeps the last word.

It read your rules

24-month warranty on defects, proof and photos within two months of noticing, replacement for store purchases, returns within 20 days, the €15 “REPAIR/SUBSTITUTION” pro-forma for non-EU returns. Every answer cites the rule it applied.

It acts on real records

Order, tracking, shipment, stock, spare parts — read-only, from the platform you already run. Nothing is written back without approval.

It knows who's asking

A shopper, an optician, a distributor: different rules, different tone, different documents, same assistant.

A person keeps the last word

Refunds, claims, anything that leaves the company as a document: a one-click approval with the file ready. Photos and videos of damage go to a person, summarised.

Any language, any hour

The reply comes in the customer's language; Italian and English by default.

Measured from day one

Resolved-without-a-person, first-reply time, backlog, top gaps — the numbers you report, not a guess.

BenchmarkA European eyewear e-tailer selling B2C and wholesale went from 25% to 75–79% of requests resolved by its assistant once it could read orders, deliveries and returns — the difference between a chatbot and an assistant wired to your records. The industry median without that wiring is 45%.

See it working · click a request

One screen. A queue of decisions, not a wall of email.

customer service · this week

Your colleague's queue This week · live

Requests

148

Resolved by the assistant

103

Drafts approved

31

Needed a person

14

From	Request	Type	Status
Shopper	Order #48213 held at customs	Order	Resolved
Shopper	Hinge pin, store purchase, Berlin	Claim	Needs you
Optician	Numero 156 backorder + add 6 Flat Top	Order	Approve
Distributor	Shipment 2026-0912 customs pack	Documents	Approve
Optician	Replace defective pair for a client	Claim	Needs you

The tour runs itself — or click any request · illustrative, fictional data.

Statement of work

What we build — and what we don't.

Three work packages, one assistant, inside the platform and ticket system you already run.

In scope · what we build

WP1 · Map & measure — three months of tickets, chats and emails read and categorised by audience and type; today's resolution measured; the gap list; the stack documented.
WP2 · Shoppers — from draft to done — order status & customs explanations, returns & exchanges, warranty intake with photos → claim file, spare-part requests, follow-through and closure; on the site chat and the ticket queue.
WP3 · Trade desk — order status, backorder ETAs announced proactively, trade replacements (RA flow), price lists / product data / images, export document pack (commercial invoice, packing list, origin declaration, CE documents per brand) drafted for approval; customs-hold playbooks by market.
Both — the approval screen for your colleague, weekly numbers to Filippo, languages IT EN FR DE ES (JA KO ZH on request).

Out of scope · this phase

Refund and credit decisions — a person approves.
Writing into your platform — read-only; documents leave only after approval.
Phone and voice — later.
Rebuilding what already works.
Assessing damage from video — routed to a person.

Inputs from RSF

Three months of tickets, chats and the shared inbox — an export; messy is fine.
Policies, warranty, spare-parts list, document templates, trade terms.
Read access to orders, shipments and stock on your platform.
A few hours of your colleague, and of whoever built the platform.
An NDA and SA.

Project outline

W0

Sign NDA & SA

Kickoff; exports collected, access granted.

W1 – W2

Map & measure → the numbers

Three months read; the category map and today's resolution rate, validated with your colleague.

W2 – W6

Shoppers, then trade

Shopper flows first, the approval screen, then the trade desk — each tested on real tickets.

W7 · Day 56

UAT → live

Shadow-mode numbers reviewed, your colleague signs off on the real inbox, then live.

Done when

≥70% of routine shopper and trade requests resolved without a person, over two consecutive UAT weeks.
Every claim, refund and document reaches a person with a complete file — nothing dropped.
Your colleague signs off the test set; the weekly numbers go to Filippo.

Trust & data

Your data stays yours.

The assistant touches customers, orders and money — so it's built to your rules.

EU-hosted, GDPR by design

Application and data hosted in the EU; model calls through an EU endpoint if your data-protection lead requires it; a processing agreement with the NDA.

Read-only by default

Orders, shipments, stock: read. Nothing written back, nothing sent externally without a person's click where money or documents are involved.

No training on your data

Your conversations are never used to train any model.

Encrypted & access-scoped

In transit and at rest; access limited to named defil people, logged.

NDA first, your policy throughout

An NDA before any data reaches us; your own data policy applies to us from kickoff to handover.

You own it

Prompts, evaluation sets, code and documentation are handed over; nothing depends on one person — ours or yours.

The build plan

Day 56: three audiences, one desk — the routine done, not drafted.

Workstream

W0W1W2W3W4W5W6W7W8

W0 · Sign NDA & SA

NDA + SA

WP1 · Map & measure

3 months read → category map

WP2 · Shoppers: draft → done

order · returns · warranty · spare parts → resolved

WP2 · Approval screen

one screen, one click

WP3 · Trade desk

backorders · replacements · document pack

Shadow mode

proposes · approves · measured

UAT → live

Week 2 — the numbers Week 6 — shadow mode starts Day 56 — live Signed in October, live before the end of the year — on 2026 budget; the run starts in 2027.

What we'll need from you, to start

A short list.

WP1

Three months of the inbox

Tickets, chats, emails; an export, messy is fine.

WP2WP3

Your rules & lists

Policies, warranty, spare parts, trade terms, document templates.

WP2WP3

Read access

Orders, shipments, stock on your platform; the store.

All packages

A few hours

Of your colleague, and of whoever built the platform.

First

An NDA and SA

We need to understand your customer service properly in order to help.

What you're investing in

One build. Three work packages. A range, as asked.

One-off · 8-week build

EUR 37,500

ex VAT · three work packages, built, tested in shadow mode and launched on your real inbox

① Map & measureEUR 6,500

② Shoppers — from draft to doneEUR 14,500

③ Trade desk — opticians & distributorsEUR 16,500

Total build (one-off)EUR 37,500

Then · monthly run & support

Monitoring, evaluation & knowledge updatesEUR 750 / mo

Weekly numbers, support & improvementsEUR 400 / mo

Total runEUR 1,150 / mo

AI usage runs on your existing account, at cost. Run starts at go-live.

For the 2027 plan — the range Filippo asked for

Core

① + ②

EUR 21,000

run EUR 850 / mo

shoppers only

put this one in the plan

Full

① + ② + ③

EUR 37,500

run EUR 1,150 / mo

all three audiences

assistant inside your platform and ticket system
three audience profiles, eight languages
approval screen for your colleague
weekly numbers to Filippo
shadow mode before go-live, then handover of prompts, evaluation sets and documentation

You own the tools and the data they hold; terms are set in the SOW. ① can start alone in October and the rest be confirmed on its numbers.

Public support worth a check with your advisor: SIMEST “Investimenti IA” — 10% grant up to €100k plus a 0.371% loan, window opens 21 Sep 2026 · Lombardy SI4.0 voucher — 50% up to €30k, AI agents explicitly eligible, deadline 25 Sep 2026.

The alternative Filippo mentioned

Before you hire the next person — the numbers side by side.

A second customer-service hire (Milan)

≈ EUR 34–42k / year, all in

RAL EUR 25–30k → company cost ≈ EUR 34–42k / year (×1.37–1.40)
+ recruiting 15–20% of RAL, 3–4 weeks to fill, 2–4 weeks at reduced output
one language set, office hours, one shift
handles maybe 40–60 tickets a day
leaves with what they learned

CCNL Commercio 3°/4° livello tables 2026 · employer-cost calculators (INPS ~24–28%, TFR 6.9%, INAIL) · Talent.com Milan · Italian recruiting benchmarks 2026

The assistant, all three audiences

EUR 37,500 once + EUR 1,150 / mo

live in 8 weeks
every language, every hour, all three audiences
scales with the relaunch — no second hire as volume grows
from 2027: ≈ EUR 13,800 / year — about a third of one fully loaded hire
the knowledge stays in the company

Year one costs about the same as one hire. From year two it's a third — and it never goes on holiday. Your colleague keeps the job that needs a person.

What we spoke about next

The same platform can carry more than customer service.

The disruptive try-on

See yourself in RSF, in your style, in Milan: image and short video, from the frame you're looking at. None of your price-band peers offer it; a UK independent shipped a generative try-on in half a day and reports +20% frame sales. (Michele's Moodroom does the same for rooms today: floor plan in, rendered home out.)

Finance & controlling assistant

Month-end, reconciliations, ageing, the questions the shareholder asks.

Design & content assistant

Colourways, campaign variants, product data across the licensed brands.

Separate conversations, each with its own number — but the same foundation: the platform you already own, and an AI partner who works inside it.

Get started

Three steps to kickoff.

Step 01

Green light

A short call to walk through this plan and shape the three packages together.

Step 02

NDA & SA

We circulate the NDA and the SA with the statement of work. You sign — about a week.

Step 03

Kickoff & Week 0

You hand over three months of the inbox and the access — and Map & measure starts. Live before the end of the year.

×

Thank you.

Three audiences, one desk — and the routine done, not drafted, before anyone opens the inbox.

defil.ai