Grounded AI responses
The assistant answers from the actual product catalogue, sizing charts and shipping policy rather than generic text.
E-commerce
AI Handling Pre-Sale and Order-Status Conversations
Sizing, shipping and where-is-my-order questions filled the support inbox. We connected an AI responder to live store data with clean handoff rules for anything sensitive.
- Client
- E-commerce brand (apparel, ~400 orders/week)
- Scope
- Conversational AI, AI Automation, CRM & Inbox Automation
- Timeline
- Live in 4 weeks
Repetitive Questions Were Consuming the Support Day
Most inbound messages were variations of the same four questions, but they arrived across Instagram, WhatsApp and site chat and each one still needed a person.
- Peak-hour queues delayed genuine problem tickets
- Order-status answers required switching to the store admin every time
- Pre-sale sizing questions were often answered too late to convert
- Returns and complaints were mixed in with routine questions
System Flow
- Customer Message
- AI Response
- Order / Catalogue Lookup
- Resolve or Escalate
- Human Agent
Stack
- Store API
- WhatsApp + Instagram inboxes
- AI assistant
- Shared inbox
- Escalation rules
Approach
What We Built
Live order lookup
Order-status questions are resolved by looking up the real order once the customer is verified.
Explicit handoff rules
Refunds, damaged goods, payment issues and any frustrated tone are escalated to a human with the full conversation attached.
Unified inbox
All three channels feed one queue so nothing is answered twice or missed entirely.
Outcome
What Changed
Reported as observed operational change. We do not publish figures we cannot stand behind.
- Routine questions
- Resolved automatically
Sizing, shipping, stock and order-status handled without an agent.
- Coverage
- 24/7 first reply
Customers get an answer outside working hours instead of waiting.
- Agent focus
- Exceptions only
The team now works returns, complaints and high-value conversations.
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Want This Mapped for Your Business?
We will review your current workflow and show which parts can run automatically.