AI support desk for e-commerce brands and online sellers
Half of an online store’s tickets boil down to three questions: where is my order, how do I return it, when do I get refunded. The agent answers them alone by reading your OMS and carrier tracking, and leaves your team the disputes that deserve a human.
In your day-to-day
- 01
Immediate answers to WISMO requests with the real carrier status and tracking link, on email, chat and marketplaces.
- 02
Generating the return label and stating the applicable policy, based on the reason and time since delivery.
- 03
Lost parcel or damage: carrier investigation opened and a pre-qualified file handed to customer service with photos and references.
A typical scenario
A store shipping 300 orders a day with two people on customer service, and ticket volume tripling between Black Friday and Christmas. The evening queue waits until morning; the weekend queue waits until Monday.
- 01
At 9 AM the overnight queue is already handled: WISMO requests got the carrier’s current status, return requests got their label, and seven genuine cases sit in the human queue.
- 02
A parcel marked delivered but never received: the agent checks the delivery scan, applies your policy — immediate gesture or investigation — and writes to the customer in their language, English or Spanish included.
- 03
Through the December peak, capacity does not move: the 900 tickets of a holiday week get the same first response in minutes as the 300 of a quiet one.
What changes
The support team stops being crushed by volume: it handles the disputes that need judgement, while the repetitive resolves itself — nights included.
Order of magnitude
Working assumptions
- →around 900 tickets per month outside peak season
- →60% concern three recurring reasons: order tracking, returns, refunds
- →6 minutes average handling time per ticket
Roughly 540 tickets absorbed per month, in the order of 54 hours of support work handed back to the team — more still over the holidays.
Indicative estimate built on average sector assumptions — it gets recalibrated on your actual volumes during scoping.
What eats your days
- →
Customer service drowns in WISMO and return requests — while marketplace messages wait under an imposed response deadline.
- →
A stockout or a broken checkout on Saturday night is discovered Monday morning, revenue gone.
- →
The B2B side — resellers, corporate orders, marketplace payouts — pays late, and nobody has time to chase between two sales peaks.
How it works
- 1
The agent learns your business
It is fed your real sources: FAQ, documentation, ticket history, business rules. It only answers what it can source — no improvising.
- 2
Autonomous resolution, fenced
Recurring requests — tracking, invoices, procedures — are resolved end to end. Anything outside the fence goes to the human queue with a sourced draft reply already written.
- 3
Supervision and continuous improvement
Every conversation is reviewed by our engineers in the first weeks. The autonomous-resolution rate rises as the agent earns reliability — never the other way round.
Typical results
60%
of tickets resolved with no human involved, observed in production
3 min
first response, 24/7
×3
handling capacity for the same team
Orders of magnitude observed in production; your diagnostic sets your own baseline and targets.
Frequently asked questions
Can the agent trigger a refund on its own?+
Only within the fence you approve — for example a refund under a threshold amount once the return is received and conforming. Beyond that, it prepares the file and a human clicks.
Does it hold up during the Black Friday peak?+
That is when it pays off most: its capacity does not depend on a staffing plan. Ticket volume can triple over the holidays; first-response time stays in minutes.
Is this the problem eating your team’s time?
Tell us how you work today — 30-minute call, then a free written diagnostic of what this agent would change for you, with numbers.
Get my free diagnosticFree resource
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