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An order-support agent that acts, and knows when to stop
An AI agent checks orders, shares tracking and opens tickets in the help desk. Refunds and exceptions go to a person with the case already prepared.
- Use cases
- Customer support chatbots · Agents that take actions
- Connects to
- Store system, Shipping carrier tracking, Help desk, Customer email
- Starts with
- Free assessment, then a 2-week prototype
Example projects show how we would approach common requests. The companies, screens and data are samples designed by our team, not client work. For delivered work, see our case study.
Order status, after an identity check
The agent confirms the customer, reads the order and tracking, and replies with the delivery date.
Sample design · sample data
Where the hours go today
An online store’s support team spends most of its day on “where is my order?” and “can I change my address?”. Answering means opening the store system, the shipping portal and the help desk for every message. Busy weeks mean slow replies and unhappy customers.
The goal: Let an agent handle routine order questions from start to finish, and give the support team only the cases that need a decision.
How the automation works
- Confirm the customer’s identity with their order number and email before showing anything
- Look up order status and tracking in the store and shipping systems, read-only
- Change a delivery address only before the order ships, and only with the customer’s confirmation
- Open a ticket in the help desk for anything it can’t finish, with a summary of the conversation
- Never issue refunds, credits or discounts. Those go to a person with the order details attached
- Log every action the agent takes, what it looked at and why
What your team still decides
The support team approves every refund and exception, reviews a sample of conversations each week, and can switch the agent off at any time.
How we’d know it’s working
- Share of order questions resolved without a person
- Time to first reply
- Actions that needed approval, and how often approval was given
- Customer ratings on agent conversations
We agree the bar with you before the prototype starts. If it isn’t met, you stop there.
Other projects
A website chatbot that answers questions and books visits
A chatbot on the company website answers questions from the company’s own pages, checks the service area and books appointments, with a person on call for anything else.
See how it works →
Service requests sorted, and a summary every Monday
Requests from email and web forms are sorted by type and urgency, routed to the right team with a draft reply, and summed up for managers each week.
See how it works →
Answers from your own documents, and a smarter customer portal
Staff ask questions in plain words and get answers that cite your procedures. Customers fill in warranty claims by uploading a nameplate photo.
See how it works →
Vendor invoices into accounting, without retyping
Invoices from a shared inbox are read, matched to purchase orders and drafted as bills. Only exceptions reach a person.
See how it works →Read our delivered case study: AI document intake for a construction-lien SaaS →
Want something like this?
Tell us about it. On the free assessment we’ll look at your real examples and give you an honest view of what AI can take on.