E-commerce
Support assistant for an online store
The assistant answers from the store's approved policies and checks order status. Conversations it cannot resolve go to a person.
The challenge
Most messages ask about delivery times, returns and order status. Agents answer them by hand, so replies slow down at peak times and vary from one agent to the next.
The solution
- 01
Bring delivery, payment and returns policies together into one approved knowledge base.
- 02
Connect order status, and verify the customer before showing anything personal.
- 03
Hand the conversation, with its history, to an agent when the assistant cannot resolve it.
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