Retail & E-commerce
Your customer service team brings empathy and relationship skills. AI brings instant access to every order, policy, and precedent. Together, you deliver fast, fair resolutions at scale.
The Collaboration
Better Together in Customer Experience
Great customer service requires both efficiency and empathy. Here's how AI enables both.
Consistent Return Decisions
Same policy applied fairly to every customer. No more variance based on who handles the case.
Complete Order Context
AI synthesizes order history, interactions, and preferences. Agents see the full customer relationship instantly.
Faster Resolution Times
Disputes resolved in minutes, not days. Happy customers, efficient teams.
Brand-Consistent Communication
AI ensures tone and messaging align with brand guidelines while agents add the human touch.
A Day in the Life
Customer Dispute: Human + AI
See how a customer service agent and AI work together on an escalated complaint.
Dispute Escalation Received
AI Handles
AI ingests customer complaint, order history, return policy, previous interactions, and similar past cases—all in seconds.
Agent Focuses On
Agent is notified with full customer context ready.
Policy & History Analysis
AI Handles
AI checks against return policies, identifies any previous exceptions, and calculates customer lifetime value.
Agent Focuses On
Agent reviews AI's analysis, not scattered order records.
Resolution Options
AI Handles
AI generates options: full refund, partial credit, replacement, or decline. Each includes policy justification and impact.
Agent Focuses On
Agent considers customer sentiment and relationship factors.
Decision & Communication
AI Handles
AI drafts personalized response based on chosen resolution. Ensures tone matches brand guidelines.
Agent Focuses On
Agent personalizes message and handles the conversation.
Execution & Learning
AI Handles
AI processes resolution, updates systems, and logs outcome for pattern learning.
Agent Focuses On
Customer gets fast, fair resolution. Agent moves to next case.
Total time: ~5 minutes with consistent, fair resolution
vs. 15+ minutes of searching order history and checking policies
Applications
Where Teams Are Collaborating
Returns & Refunds
AI evaluates eligibility, calculates impact, and prepares options. Agents make customer-right decisions.
Order Exceptions
AI handles cancellations, modifications, and special requests. Teams focus on complex cases.
Customer Disputes
AI gathers evidence, checks policies, and suggests resolutions. Agents handle sensitive conversations.
Inventory Discrepancies
AI identifies mismatches, traces root causes, and recommends actions. Operations teams verify and resolve.
Fraud Prevention
AI flags suspicious patterns and assembles evidence. Fraud teams investigate and decide.
Vendor Chargebacks
AI compiles documentation, tracks deadlines, and prepares responses. Finance teams review and submit.
See it in your customer operations
Let's discuss how human-AI collaboration improves your customer experience.