As part of our ongoing improvements to customer service, we’ve introduced our AI Agent to provide convenient, fast and round‑the‑clock support alongside our weekday customer service team. This AI Agent can answer routine questions instantly and guide customers to the right page or product with minimal effort.
We’ve designed the AI Agent to do more than just answer questions; it also monitors the tone of each conversation. Sophisticated sentiment analysis classifies tickets based on urgency, sentiment, and topic. If the AI senses frustration or a complex issue, it automatically collects the details and hands the conversation to a human agent, ensuring a smooth transition without forcing the customer to repeat themselves. This allows us to provide immediate support while still delivering a personal touch when it matters.
Another key area of development is order data integration. AI‑driven systems can already interpret queries like “my order never arrived,” check the customer’s purchase history and provide specific updates such as delivery status. Once we finish embedding our own order data, the AI Agent will be able to check order statuses and update customers in real time, making our support even more efficient. Studies show that AI chatbots can automatically resolve over half of support tickets; integrating order information will push that efficiency further.
Our goal is not to replace our team but to give them more headroom for meaningful, relationship‑led conversations. Automation frees human agents from repetitive queries so they can focus on cases that require empathy and specialised judgment. By responding quickly to common questions and triaging issues effectively, the AI Agent helps us provide faster resolutions and gives our team more time to build rapport and better support our customers.
Key benefits of the AI Agent:
- Fast, smart assistance: Instant answers to common queries and smart
- guidance through the website.
- 24/7 availability: Support outside normal business hours, including weekends.
- Consistent, curated answers: Draws from product content and help articles to deliver accurate information.
- Sentiment‑driven handoff: Monitors customer sentiment and hands off complex or sensitive issues to human agents.
- Order integration coming soon: Embedding order data will allow instant updates on delivery and purchase status.
Ultimately, the AI Agent is here to help us respond quickly and give our agents more time to focus on building relationships and delivering exceptional service.