AI customer service for ecommerce: what works (and what doesn’t)
How online stores use AI agents for WISMO, returns and pre-sales questions — and how to avoid frustrating customers.
How online stores use AI agents for WISMO, returns and pre-sales questions — and how to avoid frustrating customers.
Start with WISMO
“Where is my order?” (WISMO) is often the single biggest source of support tickets. An agent connected to your ecommerce platform and courier tracking can answer instantly, any time of day.
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- Returns eligibility and label generation
- Product questions using your catalogue and specs
- Size and fit guidance
- Stock and delivery date checks
- Order changes before dispatch
What frustrates customers
Generic chatbots that can’t see order data, loops with no human hand-off and agents that make things up. Ground answers in your real data and escalate when confidence is low.
Measure success
Track resolution rate, time to resolution, CSAT and tickets deflected — not just conversations started.
Common mistakes to avoid
How we help with ai visibility & agents
Frequently asked questions
Which platforms can it connect to?
Magento, Adobe Commerce, Shopify, WooCommerce, helpdesks like Zendesk and Gorgias, and courier APIs.
Can it work on WhatsApp?
Yes — web chat, email, WhatsApp and SMS are all possible.
What about GDPR?
We design agents with data minimisation, access controls and UK/EU data residency.