E-commerce
Support That Scales With Order Volume.
Customer support, shopping assistance and order operations automation for retailers whose support load rises with every promotion.
A delivery exception, from carrier event to resolved customer
- 01Signal
- 02Resolve identity and order
- 03Classify
- 04Apply the remedy, in policy
- 05Reply
- 06Escalate
Challenges
What slows E-commerce teams down
- Support volume spiking with campaigns
- Repetitive order status enquiries
- Returns and exchange processing
- Product content at catalogue scale
- Multi-channel enquiries
The workflow
A delivery exception, from carrier event to resolved customer
The workflow that generates the most contacts per order and the least judgement per contact — which is exactly the shape worth automating first.
| Stage | What happens | Systems | Who decides |
|---|---|---|---|
| 01Signal | A carrier scan stalls, a delivery fails, or a customer writes in before either has surfaced internally. | Carrier APIs, helpdesk, email, chat | System |
| 02Resolve identity and order | Customer matched to order, order matched to shipment, across the store and the carrier. | Shopify / WooCommerce / Magento, carrier APIs | System |
| 03Classify | Lost, delayed, damaged, misdelivered, address error, or not yet a problem. The classification chooses the remedy, so it is the step that gets evaluated. | — | System, confidence-scored |
| 04Apply the remedy, in policy | Reship, refund, credit, or wait with a dated commitment — bounded by your policy and by the value of the order itself. | Store admin, payment processor, helpdesk | System inside policy; refunds above your threshold wait for a person |
| 05Reply | One message saying what happened, what has been done and what happens next, on the channel the customer used. | Helpdesk, email, chat, SMS | System |
| 06Escalate | Outside policy, a repeat contact, or a case where the tone warrants a person — handed over with the order, the history and the diagnosis. | Helpdesk queue | Support agent |
Limits
Where errors cost, and where we would not automate
Both halves of this section are reasons to build less than the maximum. They are here because a supplier who has not thought about them has not built one of these before.
Where an error costs
- A refund issued twice against one order is a real loss, and it is what a retried non-idempotent step produces. Remedies are keyed to the order and the reason for them.
- Peak is when this workflow is worth the most and when your integrations are most likely to be throttled. Throughput is designed for the campaign rather than for the average day.
- A confidently wrong delivery promise costs more than saying the date is not yet known.
Where we would not put AI here
- Goodwill decisions above your policy threshold. The system can propose one with the history attached; approving it is a person’s call.
- Anything that reads as an admission of liability — damage, injury, a product safety issue. Those route immediately and untouched.
- Product claims that are not in your catalogue content. Where the material does not answer it, the system says so instead of composing something that sounds right.
Agents
The agents that do this work
Expand any card for the problem it solves, what it does, what it connects to and where a person stays in the loop.
Customer Support Agent
Handles repetitive support conversations and escalates the rest with context.
What it doesClose
- Problem
- A large share of tickets are the same handful of questions, and they sit in the same queue as the cases that genuinely need a specialist.
- Actions
- Answers from documentation and policy
- Retrieves account and order history
- Performs account actions within policy
- Escalates with a written summary
- Tags and routes
- Identifies documentation gaps
- Integrations
- Zendesk · Intercom · Freshdesk · Salesforce Service Cloud · Slack · Email
- Outcome
- Routine cases resolve without a queue; specialists receive pre-researched tickets.
Sales Agent
Qualifies leads, answers product questions and books meetings.
What it doesClose
- Problem
- Inbound leads wait hours or days for a first response, and by the time someone replies the buyer has moved on.
- Actions
- Responds to inbound enquiries
- Qualifies against your criteria
- Answers product and pricing questions from approved material
- Books meetings against live calendars
- Writes the record and notes to the CRM
- Routes to the right owner
- Integrations
- HubSpot · Salesforce · Google Calendar · Outlook · Slack · Web forms
- Outcome
- Every lead gets an immediate, informed first response, and reps spend their time on qualified conversations.
Document Agent
Extracts, validates and processes business documents.
What it doesClose
- Problem
- Documents arrive in every format and someone retypes them into a system.
- Actions
- Classifies document type
- Extracts structured fields
- Validates against systems of record
- Flags discrepancies with both sources
- Files and posts
- Requests what is missing
- Integrations
- Email · SFTP · S3 · SharePoint · Accounting systems · ERP · Document stores
- Outcome
- Intake stops being manual, and exceptions surface with a diagnosis attached.
Integrations
The systems this connects to
- Shopify
- WooCommerce
- Magento
- Zendesk
- Gorgias
- Klaviyo
- Stripe
- Carrier APIs
Selected work
Results, once they are checkable
Selected work is being prepared for publication.
We publish results only once they can be independently verified.
FAQ
E-commerce questions we are asked
What happens when a campaign triples the volume overnight?
Rate limits, retries, idempotency and queue behaviour are designed in from the first integration, because the failure that matters is the one that happens at volume. Capacity rises without the support team rising with it, and the escalation path stays the same shape.
Will it give a refund it should not have?
Returns and refunds are policy decisions, so the system evaluates the case against your policy and either resolves it inside those bounds or escalates. Anything outside policy is a routed case with the research already done, never a judgement call the model makes on its own.
Does it work across every channel we support?
The reasoning is channel-independent; only the surface changes. Email, chat, the helpdesk and voice all route into the same interpretation and the same systems of record, which is what stops a customer getting two different answers in two places.
Can it answer product questions from our catalogue?
Yes, grounded in your catalogue and product content, with citations back to the source. Where the catalogue does not answer the question, the system says so and routes it rather than composing something plausible.
How do customers reach a person?
By asking, and automatically whenever the case leaves policy or the sentiment warrants it. The handover carries the order, the history and the diagnosis, so the customer does not repeat themselves.
Solutions
How we build it
AI Automation
Explorereducing manual handoffs and routing exceptions to the right people.
Workflows that read unstructured input, apply judgement and route the exceptions to people.
AI Agent Development
Explorecompleting repeatable multi-step work across your systems.
Agents that reason through a problem, call your systems and complete the work end to end.
AI Integration
Exploreconnecting intelligent systems to the software your business already runs on.
Connecting intelligent systems to your CRM, ERP, databases and internal tools, reliably.
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