AI automation for retail & e-commerce
A customer asks about a parcel. To answer one line of email, your support agent opens the order, checks the courier and looks up your delivery policy. We can bring those pieces into one reviewable draft.
A split delivery, from email to reply
Illustrative example using a fictional order.
Customer email
“My mug arrived, but the tea towels were in the same order. Are they missing? My order number is 1048.”
What the order shows
- Ceramic mug
- Parcel 1 · Delivered Monday
- Tea towels
- Parcel 2 · Dispatched separately
- Carrier’s estimate
- Thursday · Delivery time unconfirmed
Draft for the agent to review
“Thanks for checking. Your tea towels are coming in a second parcel. The carrier currently expects to deliver it on Thursday. I can send you the tracking link for that parcel.”
How it would work in your shop
- Identify the request. A new message in your support inbox starts the lookup. The workflow picks out the order reference and recognises a delivery question.
- Match the right order. Check the reference and the sender against the order using your agreed identity checks. A mismatch, a missing reference or two possible orders sends the message to staff for clarification.
- Gather the evidence. Read the fulfilment record for each item, the latest available carrier update and the relevant delivery policy. Keep the source links and timestamps beside the draft so the agent can check them.
- Review and reply. Your agent checks the facts, edits the wording and sends the reply through the usual inbox. If tracking is missing or the customer asks for compensation, the agent takes over.
What we need from you
To scope a pilot, tell us which inbox and shop system you use, where your delivery policy lives and who can approve replies. Walk us through one routine enquiry and one that needs a manager.
Use fictional or anonymised examples for the discussion. For the pilot, we agree which order fields the workflow may read, which staff can see the draft and when an exception should be escalated.
Start with one support queue
Test against a small set of previously resolved delivery questions. Include a split shipment, an incorrect reference and a carrier update that arrived late. Compare each draft with the facts your agent actually had at the time.
If the drafts and handovers are useful, introduce them in one inbox with staff approval for every reply. Use the edits your team makes to decide what needs changing before adding another type of enquiry.
Frequently asked questions
Can this work with our shop and shared inbox?
We first check what your shop, carrier and inbox allow us to read or write. If a direct connection is unavailable, an approved order export can be useful for a pilot. The draft should show when its information was last updated.
What if the parcel is late or tracking has stopped updating?
We can flag stale tracking using a threshold you set with your team. The agent sees the last confirmed scan and can contact the carrier before making a promise to the customer.
Could we use the same approach for returns?
Yes. An additional workflow could bring up the purchased item, your current returns policy and any missing information. Your team would review exceptions and authorise any refund or exchange.
How would we know whether it is worth keeping?
During the pilot, record how long staff spend finding orders and editing replies, how often they accept a draft, and how often an order is matched incorrectly. Compare these with your usual process before expanding.
Which question fills your inbox?
Describe the recurring question and where your team looks for the answer. We can use that to scope a first workflow.