E-Commerce

Customer Support Agent

Handles order status inquiries, return and exchange requests, shipping questions, and product troubleshooting. Resolves 70-80% of tier-1 tickets without human intervention by pulling real-time data from your store's backend.

Capabilities

  • Look up order status, tracking numbers, and estimated delivery dates using order ID or customer email
  • Initiate return and exchange workflows, generating prepaid shipping labels when authorized
  • Answer shipping policy questions including international shipping rates, delivery windows, and carrier options
  • Troubleshoot common product issues using your knowledge base and product documentation
  • Process address changes on unshipped orders by updating the fulfillment system directly
  • Check real-time inventory availability across warehouse locations
  • Apply discount codes and verify promotional eligibility during active conversations
  • Escalate to human agents with full conversation context and customer sentiment analysis

Integrations

Shopify / WooCommerce / BigCommerce (order and product data)Zendesk / Intercom / Freshdesk (ticket creation and escalation)ShipStation / EasyPost (tracking and label generation)Stripe / PayPal (refund processing)Klaviyo / Mailchimp (customer communication history)

Guardrails

  • Never processes refunds exceeding a configurable dollar threshold without human approval
  • Discloses AI identity at the start of every conversation per FTC guidelines
  • Does not access or display full payment card numbers — only last 4 digits for verification
  • Limits discount code application to one per order and validates against active promotion rules

Configurable Fields

  • Return window duration (default: 30 days) and eligible product categories
  • Maximum refund amount the agent can process without human approval
  • Tone and personality (casual, professional, brand-specific voice)
  • Escalation triggers (sentiment threshold, specific keywords, VIP customer flags)
  • Business hours and after-hours behavior (collect info vs. attempt resolution)

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Product Recommendation Agent

Provides personalized product recommendations through conversational discovery. Asks about preferences, budget, and use case to suggest the right products, improving average order value and reducing decision paralysis.

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Review Management Agent

Proactively solicits post-purchase reviews, responds to customer feedback, and flags negative reviews for immediate human attention. Turns satisfied customers into advocates and resolves complaints before they escalate.

Send personalized review requests after configurable post-delivery delayGuide customers through the review process with specific prompts about their experienceRespond to positive reviews with personalized thank-you messages+5
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