AI by industry · E-commerce brands
AI customer support for ecommerce brands
An AI support assistant for an online store answers where-is-my-order, returns, sizing and shipping questions by chat, email or text, using your policies and order data. It hands refunds, damaged items and upset customers to a person. Done well, shoppers get a fast, accurate answer at any hour.
Map your store: see what could run on its own
Enter your website. The Brain reads it and shows every step of your e-commerce brand that could run on its own, and what we would build first. Free, about 20 seconds, no sign-up.
What the inbox really looks like
Most tickets are status checks and policy questions. The answer exists; someone just has to look it up and type it out. That is where the assistant helps most.
Pre-purchase questions deserve the same care as support. A shopper asking if a coat runs large is closer to buying than one asking about an old order, and a fast, accurate answer can decide the sale.
Where it must stop
Refunds, chargebacks, safety complaints and anything about a damaged or wrong item should reach a human. The assistant can collect the order number and photos first, so your team starts with the facts.
Review what the assistant could not answer each week. Those gaps are your next policy page or product detail.
Be clear about what it is
Tell customers they are talking to an automated assistant. Keep customer data in your own systems, and check the privacy rules for the places you sell, such as California and the EU.
Picture this
Examples of what it can look like in a e-commerce brand. Illustrations, not clients.
A customer asks where her order is. The assistant finds the tracking status and the expected date and shares both.
Someone wants to return a pair of boots. The assistant explains your return window and starts the return form.
A customer writes that a mug arrived cracked. The assistant asks for a photo and sends the case to your team marked urgent.
Map your store in Westward’s Brain
Enter your website. The Brain reads it and shows every step of your e-commerce brand that could run on its own, and what we would build first. Free, about 20 seconds, no sign-up.
Questions
Can it issue refunds?
We would leave refunds to a person, or to rules you set that a person approves.
Does it need my order data?
To answer status questions, yes. We connect it only to what it needs.
What if it is wrong?
It only answers from your policies. You review conversations and correct them.
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