E-commerce support automation for the questions that repeat all day

WISMO and order status, answered from real data

Where is my order, WISMO for short, is the single most common e-commerce support question, and almost none of it needs a human. The answer lives in your systems: the order record, the fulfilment status, the carrier tracking. We connect an AI support agent to those sources so when a customer asks, it looks up their actual order and answers with the real status and tracking, not a canned reply that sends them to a page they already checked.

Because the answer is grounded in live data, it is accurate and specific: this order, shipped on this date, currently here, expected then. The agent handles these around the clock, so a question at midnight gets an instant, correct answer instead of waiting for morning. That deflects the bulk of your ticket volume before it ever reaches a person, and the tickets that remain are the ones that actually need judgement.

• Order lookups grounded in your real order, fulfilment, and tracking data
• Accurate, specific status answers instead of generic canned replies
• Around-the-clock responses, so no ticket waits overnight for a simple answer
• Deflects the highest-volume, lowest-complexity questions automatically

Returns and the common changes, triaged

Returns are the other big bucket, and much of the flow is rules plus data: is the order within the return window, is the item eligible, what is the next step. The AI agent can walk a customer through your actual returns policy, check eligibility against the order, and where it is straightforward, kick off the returns process, generate the label, or create the RMA in your system. Where a return needs a judgement call, it gathers the details and hands a clean, complete case to your team.

The same pattern covers other high-frequency requests: address changes before dispatch, cancellations within the allowed window, order modifications, and simple product questions answerable from your catalogue. The agent acts within the rules you set and the actions you allow it to take, so it resolves what it safely can and escalates the rest rather than guessing at something it should not decide.

• Returns eligibility checked against the order and your real policy
• Straightforward returns, labels, and RMAs initiated automatically
• Address changes, cancellations, and modifications handled within your rules
• Product questions answered from your catalogue, not made up

Grounded and human-in-the-loop, because support is your brand

Support is a direct line to your customers, so we are strict about accuracy and escalation. The agent answers only from your real data and approved policies; it does not improvise a shipping date or invent a policy to be helpful. When a customer is angry, a case is ambiguous, or the request falls outside what the agent is allowed to handle, it escalates to a human immediately, passing the full conversation and order context so your agent picks up without making the customer repeat themselves.

This human-in-the-loop design is the point, not a limitation. The machine takes the repetitive volume that burns out support teams, and your people spend their time on the conversations that actually need empathy and judgement. You decide where the line sits, per topic and per action, and we build the agent to respect it, with everything it does logged so you can see exactly how each ticket was handled.

In your helpdesk, owned and controllable

The agent runs inside the support tools you already use, connected to your store and fulfilment systems, so it fits your existing workflow rather than forcing a new one. It is documented and owned by you: the prompts, the policies it follows, the actions it can take, and the escalation rules are all yours to read and adjust. Because a wrong answer to a customer is worse than a slow one, we launch in a monitored mode and tune against real conversations before widening what it handles on its own.