AI Support Agent for D2C / Commerce
Handle customer operations: support, order details, etc.
A backend AI support agent that works inside your existing stack. It reads incoming customer messages from email, WhatsApp, chat or social DMs, understands the intent, pulls live data from your store, courier and payment systems, and either resolves the request or hands it to a human with full context.
// The problemSupport that scales faster than revenue
For a growing D2C brand, customer support scales faster than revenue. Every order creates a chance for a “Where is my order?” message, and the rest of the inbox is returns, refunds, address changes, cancellations and product questions. Most of these are repetitive and answerable from data the business already has.
- Slow replies: Customers wait hours for answers that take seconds to look up, and unanswered tickets turn into chargebacks and bad reviews.
- Expensive scaling: Every spike (a sale, a festive season, a viral post) means hiring or burning out the team.
- Fragmented tools: Agents jump between the helpdesk, Shopify, the courier portal and more to answer one question.
- No after-hours coverage: Messages that arrive at night wait until morning.
- Inconsistent answers: Policy replies vary by agent and by day.
// The solutionA backend AI support agent
It reads incoming customer messages from email, WhatsApp, chat or social DMs, understands the intent, pulls live data from your store, and either resolves the request or hands it to a human with full context.
A dashboard shows the status of the AI agent at a glance. Updates from the agent appear there too, including tasks it routes to the team because they are important or need a person. Updates also arrive on their preferred channel, such as email.
// What’s in itFeatures
- Omnichannel intake: Email, WhatsApp, website chat and Instagram/Facebook DMs feed one pipeline.
- Intent detection: Automatically sorts messages into order tracking, returns/exchanges, refunds, cancellations, product queries, and complaints.
- Live order lookup: Pulls order status, items, payment state and shipping details directly from your commerce platform.
- Courier tracking: Fetches real-time shipment status and tells the customer exactly where the parcel is and when it will arrive.
- Policy-grounded answers: Replies draw on your return policy, shipping terms, FAQs and product catalog, so answers stay accurate and on-brand.
- Human handoff: Angry customers, high-value orders, refund disputes and low-confidence cases are routed to a person with an auto-written summary.
- Sentiment and priority detection: Flags frustrated customers and VIP buyers so they are handled first.
- Multilingual replies: Responds in the customer's language, including Hinglish and regional languages.
- Logging and analytics: Every conversation is logged, with the top query types, resolution rate, escalation reasons and recurring product issues.