E-commerce sector
AI for e-commerce and retail
I help e-commerce brands and retailers answer customers around the clock without burning out their team: an AI agent that handles routine requests, escalates sensitive cases to a human, and never makes up an answer.
Support that overflows at night and on weekends
In e-commerce and retail, questions arrive when you are not around: in the evening, at the weekend, during sales peaks. Where is my order? Is this compatible? How do I return it? Every answer that comes late is an abandoned cart or a customer who buys elsewhere.
Hiring to absorb the peaks is expensive and hard to match against volumes that swing week to week. The result is a growing queue, a team answering the same questions a hundred times a day, and sales lost for lack of a reply at the right moment.
What AI actually changes, case by case
I do not deploy a chatbot to tick a box. I start from your real tickets and tackle first the ones with high volume and low stakes, where automation pays off immediately.
The heart of all this is the customer support agent, which has its own dedicated page where I go into how it works and the guardrails around it.
- Round-the-clock support on common questions: order tracking, returns, availability, delivery times, sizing.
- Ticket triage and routing: every request classified and sent to the right place (support, logistics, billing), with no manual dispatch.
- Sourced product answers, drawn from your product pages and FAQ, never invented.
- Order and back-office automation: status updates, return creation, follow-ups, syncing between your tools.
Guardrails first
An agent let loose without limits eventually invents an answer or promises a refund it should not. I design the guardrails before the agent, not after.
And I measure. Before every release, evals check that the agent answers correctly on your real cases, and observability shows you what it actually does once live. That is the core of my reliability and security work.
- Human escalation: on a dispute, a sensitive case, or a request it cannot handle, the agent hands off to your team, with the context already summarized.
- No made-up answers: the agent replies from your content (product pages, FAQ, return policy) and says it does not know rather than bluff.
- A defined scope of actions: what it is allowed to do in your tools is bounded, and sensitive actions go through a validation step.
Wired into your tools, not bolted on
A useful agent talks to your existing systems. I connect it to your helpdesk (Zendesk, Gorgias, Freshdesk, Intercom), your e-commerce platform (Shopify, WooCommerce, PrestaShop, Magento) and your CRM, so it reads the real status of an order instead of answering blind.
I wire these tools once through MCP, the standard that saves you from recabling everything when you switch models: the same connection works with Claude, GPT or a private model hosted on your side. Your data stays with you, on an EU cloud or in your own infrastructure depending on your constraints.
What it looks like in practice
At an e-commerce company, the agent now runs support around the clock and 50% fewer tickets reach a human. The team keeps the cases that matter (disputes, complex requests) and stops answering the same questions a hundred times a day.
I do not promise that number upfront: it depends on your volumes, your products and the state of your content. That is exactly what an audit lets me estimate before you commit to anything.
Where to start
We start small and measured. A few-day audit looks at your real tickets, the state of your product pages and FAQ, and the tools you already run. I pull out the cases that pay off quickly, and I tell you honestly when one is not worth the effort.
Then a POC on a narrow scope (order tracking and returns, for example) proves the value on your real tickets before any wide rollout. You sign off on numbers, not on a demo.
Is this just another chatbot?
No. A chatbot recites a script; an agent reads your systems, answers from your real content without inventing, and can act: update an order status, open a return, route a ticket. And it hands off to a human the moment a case calls for one.
Does the agent reply in several languages?
Yes. It answers in the languages your customers actually write in, which matters when you sell across the EU. I set the scope with you so quality holds on each language rather than spreading thin.
Does it plug into my helpdesk and my store?
Yes: Zendesk, Gorgias, Freshdesk, Intercom on the support side, Shopify, WooCommerce, PrestaShop, Magento on the commerce side, plus your CRM. I connect them via API and MCP, and I build a custom connector when the off-the-shelf one does not exist.
Can a human take over?
Always. Escalation is designed in from the start: the agent absorbs the routine volume and passes disputes and sensitive cases to your team, with the context already summarized so they do not start from scratch. You stay in control.
How long before a first result?
A POC on a narrow scope takes a few weeks. Full production, with your content cleaned up, evals and integration, runs from a few weeks to a few months depending on volume and the state of your product data.
What if AI is not worth it for my store?
Then I tell you. If your volumes are low or your content is too thin to answer reliably, I would rather say so after a short audit than sell you a project that disappoints. Sometimes a better FAQ beats an agent.
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