AI agents for eCommerce customer support: what actually works

What works

• “Where is my order?” The agent reads order and courier status and answers instantly.
• Policy questions: returns, exchanges, warranty and delivery areas.
• Product questions: size, compatibility and materials from your catalogue.
• Out-of-hours cover: instant answers at night and on holidays.

What doesn’t

• Angry customers and complaints, which need empathy and authority to fix things.
• Refunds and exceptions outside your standard policy.
• Questions the agent can’t check against real data; guessing causes damage.

How to set one up well

1. Start with your top 20 questions from the last three months of tickets.
2. Connect real data: order status, tracking and your policy documents.
3. Design the hand-off: a clear “talk to a person” option that passes the conversation along.
4. Channels: start where your customers already ask, often WhatsApp in India.
5. Review weekly: read a sample of conversations and fix wrong answers.

Measures that matter

• Resolution rate: questions fully answered without a person.
• Customer satisfaction on AI-handled conversations.
• Time to first response and to resolution.
• Escalations that should have been caught earlier.

From our work: [An AI support set-up PURSHO designed or tested: channels, question types and results]

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How PURSHO approaches this

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