The conversation
I left my order at checkout. Does this item come in a smaller size?
SARAH
Let’s check the available sizes and your saved cart before you continue.
Conversation → structured context
AI WORKFORCE FOR E-COMMERCE
From checkout questions to post-purchase resolution.
Carts recovered, orders tracked and returns resolved, with every outcome written back to your commerce platform.
Hire pre-built employeesOr build your ownAutonomous within your rules
E-COMMERCE AT WORK
The answer should reflect the order. The action should update it.
Explore checkout recovery, order tracking and returns. Each employee works from current system context, then routes exceptions such as expired offers, disputed delivery or a return outside the policy window.
SARAH AT WORK
From checkout hesitation to an informed next step.
Sarah autonomously follows up on eligible abandoned carts, answers product questions, checks availability, shares permitted checkout offers and records purchase outcomes. Switch to an exception to see when, and why, your team steps in.
CUSTOMER REQUEST
Sarah
Read current cart and contact preferences
Autonomous · within your rules
Commerce + inventory
People join only when needed
Saved cart
- Cart · matched to customer
- Question · size availability
- Next step · eligible checkout link
SYSTEM ACTION
Read current cart and contact preferences
Awaiting workflow steps
Step 1 of 4 · Check cart
Example sequence only. Channels, integrations and permitted actions are configured and validated for your deployment.
HIRE A DEFINED RESPONSIBILITY
Meet your E-commerce AI workforce.
Configure each role with approved knowledge, supported system operations and clear exception ownership. The employee carries routine work forward; people join when the task needs their authority.
Sarah
AI Cart Recovery Agent
Answer product questions from approved information, check availability and prepare an eligible route back to checkout.
Do not invent offers or apply expired promotions.
Hire Sarah →
Ishaan
AI Order Support Agent
Match the order and carrier record, retrieve the latest shipment event and explain the current delivery state.
A customer disputing delivery needs a support investigation.
Hire Ishaan →
Zara
AI Returns Agent
Check the purchase and return rules, capture the reason and create a supported, authorized return request.
Out-of-policy requests and discretionary refunds need the designated owner.
Hire Zara →Need a different responsibility covered?
Build a role for your fulfilment, product or customer-service process, with clear order states and policy-exception ownership.
CONTEXT, ACTIONS AND VERIFIED RECORDS
Connect the systems that define the outcome.
Identify what the employee needs to read, what it may change and what confirms the result. Validate each proposed connection against your actual environment.
Commerce & catalogue
Retrieve the correct cart, order, variant and approved product details. Refresh availability before guiding the customer to checkout.
Fulfilment & carriers
Match shipment identifiers and the latest carrier event. Keep a delivery estimate separate from a confirmed delivery.
Returns & payments
Create permitted return operations and verify their state. A return request, received item and completed refund are different events.
Customer support
Link the interaction, failed actions and customer evidence to an owned case. Authenticate before sharing account-specific details.
CLEAR AUTHORITY. USEFUL HANDOFFS.
The next owner should not have to start again.
Keep the customer’s request, completed steps, system references and remaining decision together when work leaves the autonomous path.
| Journey | In-scope work | Human decision | Evidence of progress |
|---|---|---|---|
| Checkout recovery | Check variant availability and share an eligible checkout route. | Expired offer or discretionary discount. | Current checkout link, not an assumed purchase. |
| Order tracking | Read and explain the latest supported tracking event. | Disputed delivery or conflicting records. | Referenced shipment status or an assigned investigation. |
| Return request | Check policy and create an authorized request. | Outside-window return or discretionary refund. | Return reference; refund status tracked separately. |
START WITH ONE RESPONSIBILITY
Test the real workflow before expanding it.
Agree eligible cases, supported actions and acceptance criteria with the business and technical owners. Include ambiguous requests and failed operations in the test set.
Catalogue & offers
Test unavailable variants, changed prices and expired promotions before enabling checkout follow-up.
Delivery uncertainty
Test stale carrier events, partial shipments and delivered-but-not-received reports.
Return state
Test policy windows, excluded items, duplicate submissions and pending payment-provider results.
Scope
Define the job, exclusions and accountable owner.
Connect
Review access, supported actions and recovery paths.
Evaluate
Inspect case-level results against agreed release criteria.
Operate
Monitor unresolved work and review changes before expansion.
MEASURE THE BUSINESS STATE
Count verified outcomes, not confident replies.
Set a baseline using your own records. Review accuracy, unresolved work and customer outcomes alongside task volume.
Checkout outcomes
Separate eligible links sent, resumed checkouts and completed orders. Use confirmed order data for conversion analysis.
Resolution accuracy
Review incorrect tracking explanations, duplicate return requests and refunds reported before confirmation.
Exception ownership
Track disputed-delivery and policy-exception cases through assignment and resolution, not merely message deflection.
E-COMMERCE WORKFORCE QUESTIONS
Know what the role needs to deliver.
What is an AI workforce for e-commerce?
An AI workforce for e-commerce is a set of AI employees that each own one commerce process, such as cart recovery, order tracking or returns, and complete it inside your commerce platform.
How is an AI workforce different from a store chatbot?
A store chatbot is a conversation surface. These roles own specific tasks across cart, shipment and return records. Their value depends on permitted actions and verified outcomes. Voice or chat can be scoped as channels for the same responsibility.
Can Sarah create discounts to recover a cart?
The example uses approved offers and current eligibility. It does not invent a promotion or honor an expired coupon. Requests outside the configured offer policy go to the designated commerce support owner.
What happens when tracking says delivered but the customer disagrees?
Preserve both the carrier event and the customer’s report. Route a disputed-delivery case with the order reference and available context. Do not overwrite the complaint with a generic delivered message or promise a replacement without authority.
Does starting a return automatically issue a refund?
No. A return request, receipt or inspection of an item, refund initiation and payment settlement are distinct states. Configure supported actions and confirm the relevant result before telling the customer that a refund has completed.
Can the workforce handle partial shipments and multiple items?
Confirm that the connected systems expose item-level and shipment-level references. Test split orders, different carrier states and item-specific return rules rather than applying one order-level answer to every item.
How do we prevent duplicate returns or account changes?
Use destination references and an agreed retry or reconciliation strategy. An uncertain write must stay unresolved until checked. Include repeated customer messages and system timeouts in testing before enabling production actions.
Which systems and channels are supported?
Share the exact systems, versions and operations needed for the selected workflow. Confirm supported APIs, voice or chat channels, access requirements and failure handling with the implementation team. Connection options depend on your vendors and required operations.
What is required to launch, and how long does it take?
Define the responsibility, permitted data and actions, exception owners and completion evidence. Timing depends on system access, integration work and review requirements. Test representative and failed cases in an approved environment, review security and data handling, and agree release criteria before expanding responsibility.
CUSTOMER REVIEWS ON G2
From conversations to completed work.
4.9/ 5
1 / 7
HIRE OR BUILD
Where do your customers get stuck?
Bring the customer journey, system names and exception rules. We’ll map a defined responsibility and the evidence needed to put it to work.