E-commerce brand · E-commerce · Shopify
From a team of 7 to 24/7 AI customer service.
An AI customer service agent that reads emails, recognizes questions and complaints, and responds using up-to-date Shopify data. From reviewed draft emails to autopilot — with 91.07% lower customer service costs.
Dashboard during the training phase: the AI generates draft responses for approval. The webshop name, customer details, and message content are hidden for confidentiality.
The challenge
Where it got stuck.
This e-commerce brand needed a team of 7 people to handle customer service. Questions about orders, complaints and returns required manual research and a suitable response every time. The task was to fully automate customer service with answers aligned with company guidelines. The store name remains confidential at the client’s request.
What we built
How we did it solved.
24/7 AI customer service agent
The agent reads incoming emails around the clock, recognizes questions or complaints, and drafts an appropriate response in line with the company’s guidelines.
Real-time Shopify integration
The agent can view current customer and order details in Shopify. This means its answers are based on the actual order, not just the email content.
Approve draft emails with one click
Initially, the agent does not send anything independently. Each response appears as a draft in its dashboard and can be sent with one click.
Train from the dashboard
If a response isn’t satisfactory or a complaint calls for a different reply, the company can provide feedback and adjust the guidelines in the dashboard, helping the agent handle similar situations better next time.
From training to autopilot
After the training phase, once responses align sufficiently with company guidelines, automatic sending can be enabled. The agent will then handle emails without each response needing manual approval.
Delivered
- 24/7 AI agent for incoming customer service emails
- Real-time integration with Shopify customer and order data
- Dedicated dashboard for drafts and approval
- Training and feedback based on company guidelines
- Autopilot for automatic responses after the training phase
Result
Customer service previously handled by 7 people is now fully automated. According to the client, customer service costs fell by 91.07%, leaving more profit.
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