Digee / Wiki / AI by industry
Overview
AI in e-commerce.
An online shop is an ideal setting for AI agents: lots of repeat questions, clear order data and a measurable effect on customer satisfaction. The agent handles routine support, while people focus on complex cases and selling.
In short
- The agent answers the most common questions (‘where is my parcel?’) from the order data.
- The agent prepares complaints; a person decides whether to accept them.
- Customers must know they are dealing with AI.
On this page
Where AI helps in an online shop
- Customer questions – order status, delivery, availability, sizes. The agent answers from the order data and your terms, not ‘off the top of its head’ (RAG).
- Complaints and returns – it checks that the request contains everything needed, looks up the order and drafts a proposed resolution.
- Product descriptions – it turns the supplier's technical specifications into clear descriptions in your style.
- Monitoring stock and suppliers – it warns about items running low and prepares a basis for reordering.
- Sorting email – it separates questions, complaints, supplier offers and spam.
What to leave to people
- Accepting or rejecting a complaint and the amount of compensation.
- Unhappy customers and formal complaints.
- Discounts and exceptions to your terms and conditions.
- Final approval of texts that go on the website.
More on the principle in our article on human-in-the-loop.
Rules to keep in mind
Under the AI Act, customers must know they are dealing with AI unless it is obvious. Customer data is processed in line with GDPR. And watch out for hallucinations: the agent must not promise anything that isn't in your terms – which is why it answers only from verified materials.
How to start
Look at which questions you answer most often. If it is ‘where is my parcel’ or ‘how do I return an item’, that is an ideal first task. The agent connects to your email, your shop platform and your carriers. You will find scenarios in the catalogue: online shops and wholesale and distribution.
Frequently asked questions
Won't customers mind that AI is replying?
Customers mainly want a quick, correct answer. What matters is that they know they are dealing with AI and can reach a person at any time.
Can AI handle complaints on its own?
It can prepare them – check they are complete, look up the order and propose a solution. Accepting a complaint and deciding on compensation should be left to a person.
Does the agent work with platforms such as Shoptet or WooCommerce?
Yes, if the platform can be connected (via an API). Most common platforms can.
Want to know where AI would save you time?
We go through a normal week with you and find the first task worth handing to an agent. No obligation.
From the agent catalog
Online stores
Customer questions · Complaints and returns
→Wholesale and distribution
Orders from email · Price enquiries
→Logistics and transport
Taking transport orders · Shipment status queries
→
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