How Fynd AI agent automation handled 850,000+ support messages for Netmeds

Netmeds isn't just an online pharmacy - it's the place millions of Indians turn to when they need their prescriptions filled, fast. That kind of trust comes with serious responsibility. When someone's ordering blood pressure medication or insulin at 11 PM, they don't want to wait two days for a support email. They want answers now.

The challenge

India's e-commerce market doesn't take breaks and neither do its customers. Netmeds needed to solve four things at once:

Shoppers couldn't find what they needed 

With thousands of medicines and products, customers were getting lost and leaving without finding what they came for.

Support felt robotic and impersonal 

Canned responses and generic replies were eroding trust, especially when customers needed help with something as sensitive as their health.

Complex medical queries were going unanswered 

Questions about medicine interactions, dosages, and substitutes needed precise answers, not a redirect to "consult your doctor."

No one was available after business hours 

Order issues, billing disputes, and refund requests don't wait for 9 AM. Customers were left frustrated with no support in sight.

The solution: Fynd built Netmeds assistant

A custom AI agent trained on Netmeds's complete product catalog, policies and support workflows. 

Smarter product discovery

Netmeds Assistant helps customers navigate thousands of medicines and products with ease, understanding what they're looking for and pointing them in the right direction every time.

Support that feels human 

The agent was trained to respond with context and empathy, giving customers clear, personalised answers that build trust rather than break it.

Precise answers to complex medical queries 

Whether it's medicine substitutes, dosage guidance, or product-specific questions, Netmeds Assistant pulls from verified product data to give accurate, confident responses on the spot.

24x7 support for everything

With 24x7 availability across orders, billing, refunds, and returns, customers get the help they need at 2 PM or 2 AM without ever hitting a dead end.

“Most of our customers come looking for urgent help with their orders. Fynd AI agent automation helps us address them instantly and clearly, without losing trust. It has taken a lot of stress off our customers and support teams.”

Director of E-commerce, Netmeds

The impact: Driving 24x7 customer support at a high quality

Here's where things get impressive. 

What were customers actually asking about?

Netmeds's shoppers come with a predictable but demanding mix of needs:

• 41% of queries were about order tracking - "Where is my order?"
• 22% needed post-purchase support - returns, exchanges and complaints
• 12% had delivery-related issues - delays, wrong addresses and missing items
• 25% covered everything else - discovery, purchase help and policy queries

The agent handles all of these queries at scale, helping hundreds of thousands of users throughout the day.

The scale? Let's talk numbers:

• 856,326 customer messages handled (as of February 10, 2026)
• 170,439 distinct customers supported across shopping, delivery and billing queries
• Engagement stays steady all day, hitting peak volume at 7 PM, proving this isn't just a business-hours solution

These numbers indicate 24x7 usage of the AI agent at scale.

And the quality held up, too:

• A remarkable 96% favourable customer sentiment on complex order queries
• An average of 4.32 messages per conversation, meaning customers aren't just getting one-word answers and leaving. They're having real, helpful exchanges.

What does this means for your brand

Here's the honest truth: major brands like Netmeds don't jump into AI easily. The concerns are real - Will it actually cover our use cases? Will it embarrass us at scale? Will customers hate it?

The Netmeds story answers all of those questions with data. With Fynd's AI agent automation:

AI can go way beyond FAQs

Netmeds assistant handled nuanced, emotionally charged queries about delayed medications, billing disputes and product availability - at volume, without breaking a sweat.

Quality doesn't have to drop as scale goes up

The 96% favorable sentiment wasn't measured across 100 conversations. It was across hundreds of thousands. That's not luck, that's what the right training and customisation can do.

The full e-commerce journey is fair game

While Netmeds Assistant started as a post-purchase support agent, it evolved to support discovery, purchase decisions, and everything after. Fynd's AI agent automation manages the entire e-commerce experience, not just the easy parts.

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Ready to build your own success story?