Launching an AI support agent for your ecommerce brand
This workbook is your step by step guide to deciding which customer conversations an AI should handle, testing it safely on your own tickets and putting it live in stages. By the end you'll have a business case, the rules for what it may say and do, and a rollout plan for an agent that actually resolves tickets.
Casa Maestri
Kamiki
Part 1: Launching your AI support agent
Turn "I should really get AI doing this" into a plan you can hold any builder to. Three steps, each with worksheets you fill in for your own business.
Map how much of your team's week goes to order status, returns and subscription changes, and what slow answers cost you in cancellations.
Set what the agent may say and do before it talks to a customer, then test it on your own messiest tickets.
Put it live in four stages, from drafts for your agents to trusted actions, each one working before the next.
Worksheets, not theory
We built this kind of support agent for a regulated medical-device company, and agent drafts for a $100 million supplement brand.
languages live, launched market by market after testing
complaints about the bot on Trustpilot or social media in the weeks after launch
to inbound email and chat drafted for agents to review at a $100 million supplement brand
CX teams who are done with bots that get in the way
- Ecommerce and subscription brands with a help desk like Gorgias, Zendesk or Intercom.
- CX leads whose team spends the day on where-is-my-order, returns and subscription changes.
- Teams that tried the help desk's built-in AI or a decision-tree bot and watched customers get stuck.
- Brands that want faster answers without risking a wrong refund or an off-brand reply.