E-commerce
Sort, answer and route customer requests before they pile up.
Online shops face spikes of order-status questions, product queries and returns. Automation classifies each request, answers what it safely can and gets order issues to the right person with the details attached.
Book a Free AI ConsultationWhat we automate for e-commerce businesses
- Classify incoming requests (order status, returns, product, complaint)
- Answer order-status questions from shop and tracking data
- Summarise recurring product questions for your team
- Route order issues with order data attached
- Automate internal notifications (low stock, fraud flags, priority customers)
Workflow
Support email to resolved ticket
- Automated step
- A person reviews or acts
- 01
Customer email (automated)
Message arrives in the support inbox.
- 02
Classification (automated)
Order status, return, product question…
- 03
Order lookup (automated)
Order details fetched from your shop.
- 04
Draft reply (automated)
Reply drafted from policy and order data.
- 05
Approval (a person reviews or acts)
Refunds and exceptions approved by staff.
- 06
Ticket updated (automated)
Helpdesk ticket updated and tagged.
Rules and tools are agreed during design.
Example
One inquiry, handled consistently
“My order #10293 hasn't arrived and it's been 9 days. Can I get a refund?”
- Classified: delivery issue + refund request
- Order and tracking status looked up
- Reply drafted with tracking information
- Refund request flagged for staff approval
Sample data for illustration — not a customer case study.
Commercial value
Why it matters to the business
Faster support at peak times
Common requests are classified and drafted immediately.
Better product insight
Summaries show which questions come up most.
Fewer escalations missed
Complaints and priority orders are flagged immediately.
- Refunds, credits and order changes require human approval
- No access to or changes in payment data
Relevant services
Where to start
AI Customer Support
Answer common questions from approved sources, categorise requests, draft or send replies and escalate complex cases to a person.
- Approved knowledge sources
- Draft-or-send reply modes
- Escalation with full context
Business Process Automation
Automate repetitive admin: process incoming emails, extract data, keep systems in sync and produce reports without manual effort.
- n8n, Make, Zapier or custom APIs
- Error handling & monitoring
- Documentation & handover
Document & Data Automation
Extract fields from invoices, forms and contracts, validate them against your rules and send uncertain values to a person.
- Field-level extraction
- Rule-based validation
- Human verification & audit trail
Next step
Find out what's worth automating in your business.
Book a free 30-minute consultation. We'll look at how your team works today and recommend a practical first step, or tell you honestly if automation isn't worth it yet.