Guide
How can AI reduce ecommerce customer support workload?
Updated · 11xsales.ai
Short answer
Most ecommerce support volume is repeat questions: where is my order, what's your return policy, does this come in my size, when will it ship. An AI agent can answer these instantly from your store data and order system, around the clock, and pass only the cases that need a person, such as refunds outside policy, to your team with the full conversation.
Questions an agent can handle
- Order status, with the order number and email.
- Shipping times and costs, returns and exchanges, from your policies.
- Product questions: sizing, materials, compatibility, stock.
- Finding the right product and adding it to the cart.
Questions that should reach a person
- Refunds or exceptions outside your written policy.
- Damaged or lost orders that need a decision.
- Complaints where the customer asks for a person.
Setting up the hand-off
Decide when the agent should bring in your team and how they're reached. The team should get the whole conversation, so the customer never repeats themselves. Corrections you write after reviewing conversations teach the agent the right answer for next time.