An AI chatbot that answers from your own data
Your team answers the same questions every day: “Where is my order?”, “Do you ship to Canada?”, “Can I still return this?” An AI customer service chatbot on your website or store answers them from your own products, policies and order data, and passes the rest to a person.
What it can answer: products, policies, orders
It answers from the sources you choose. Anything else goes to a person.
- Products: sizes, materials, what fits with what, and whether an item is in stock.
- Shipping and returns: costs, delivery areas, return windows and how to start a return.
- Order status: where an order is, with its tracking link, once your order system is connected.
Handing over to a person
You set when a person takes over: refunds, complaints, wholesale inquiries, anything it is not sure of, or when the customer asks. Here is one hand-off from start to finish.
- AI
A customer asks where order #2318 is. The chatbot checks: delivered on Tuesday.
- AI
The customer says it never arrived. That matches a hand-off rule, so the chatbot says a person will reply.
- Automatic
The chat and the order details land in your team’s inbox or helpdesk.
Outside your hours, the chatbot says when someone will reply and takes an email address.
- Person
Your team replies and decides on a reship or a refund.
- Automatic
- The system does it
- AI
- AI sorts or drafts, by your rules
- Person
- A person checks or acts
How we set it up, from sources to launch
- 01
Choose the sources
Your catalog, policy pages and FAQ documents, and your order system if it should answer order questions.
- 02
Set the hand-offs
Which questions go to a person, and where the chat lands: your inbox or your helpdesk.
- 03
Test on real questions
Past questions from your emails and chats, in English and Chinese, with wrong answers fixed before launch.
- 04
Go live
On your website or store, with every conversation there for your team to read.
Questions about AI chatbots
What if the chatbot gives a wrong answer?
You can read every conversation, and we fix the cause, often an outdated document or a missing rule.
Does it tell customers it is AI?
Yes. The chat window says it is an AI assistant, and customers can ask for a person.
Does it answer in Chinese?
Yes. It answers in Chinese or English, whichever the customer writes in.
Next step
Contact us about an AI chatbot
Tell us where customer questions reach you today: email, chat, marketplaces.