Building for Scale: How Agilitas Launched LEXI to Power Scalable Customer Support

The company

Agilitas is India’s largest vertically integrated sports company. They are building the entire value chain from manufacturing to retail, and crafting aspirational brands for the new-age Indian consumer. They aren’t just building a business they are shaping culture around sports and propelling a generation through it.

As a young company in its early growth phase, Agilitas had a rare advantage: the ability to design its customer support function from scratch, without the constraints of legacy tools or inherited processes. But this freedom came with responsibility. Every early decision would compound as the business scaled.

In e-commerce, customer support is not just an operational function. It directly impacts customer trust, repeat purchases, and brand perception. For Agilitas, building a scalable, reliable support layer early was a strategic priority, not a reactive fix.

The challenge: scaling support without scaling cost

In its initial phase, Agilitas relied heavily on real-time, agent-led support to handle customer queries. While this worked at low volumes, the leadership team quickly recognized the inherent limitation of this model.

As order volumes increased, customer queries grew across predictable categories: order status, delivery delays, returns, product discovery, and refunds. Continuing with a purely agent-driven approach would have meant linear cost growth. More customers would require more agents, creating operational strain and limiting scalability.

Agilitas needed a way to absorb rising query volumes without increasing support headcount at the same pace. The team also wanted to avoid the common trap of layering automation later, once systems had already become fragmented.

Instead, they chose to design for scale upfront.

The solution: launching AI chat on DevRev

Agilitas built and launched LEXI, its AI-powered customer support assistant, on DevRev as the central support platform. The Computer Customer support AI agent was built to handle Level 0.

The approach was guided by three core principles:

Self-service first

Agilitas wanted customers to resolve common queries independently, without waiting for an agent. Customer support AI agent was designed to handle high-volume, repeat questions through intelligent discovery and contextual responses.

AI as a core capability, not an add-on

Rather than treating automation as a bolt-on feature, Agilitas embedded AI directly into the support workflow. Customer support AI agent was built to handle Level 0 through Level 2 queries autonomously, escalating only when necessary.

One unified system for all conversations

Customer conversations across channels needed to live in a single system, with preserved context. DevRev’s Computer memory became the system of record for support, ensuring continuity across interactions..

Quality and effectiveness at scale

DevRev’s AI agents performance showed that automation did not come at the cost of accuracy or customer experience:

This balance was critical. The agent handled the majority of routine demand autonomously while escalating complex or sensitive issues intelligently, ensuring customers were never blocked.

What DevRev handles successfully

DevRev now covers the core support categories that traditionally drive the highest ticket volumes in e-commerce:

By autonomously handling these categories, DevRev absorbs the majority of repetitive demand that would otherwise require live agent involvement.

Business impact

The impact of Agilitas’ early investment in scalable support is already visible:

Instead of adding headcount to keep up with demand, Agilitas now scales through automation, with human support reserved for higher-value interactions.

Looking ahead

Agilitas’ approach stands out not because it adopted AI, but because of when it did so.

By investing early in a scalable, AI-native support foundation, the company avoided the operational debt that often accumulates when automation is introduced too late. DevRev has already proven its ability to handle real customer demand with accuracy, speed, and autonomy.

As Agilitas continues to grow, customer support will not become a bottleneck. It will remain a competitive advantage.

By building on Computer by DevRev from the ground up, Agilitas has created a support system that works today and evolves seamlessly for what comes next.