AI Support Agent for a Mid-Size Online Store
An AI agent that answers order-status, returns and product questions inside the existing helpdesk, hands everything else to a person with context, and never invents a policy.
Half of all tickets asked the same five questions: where is my order, how do I return this, does it fit, when is it back in stock, can I change my address. The team spent its day on them, first responses slipped past 9 hours at peak, and refund mistakes crept in when people rushed.
The approach.
- 01Mapped six months of tickets into intents and picked the five with clear, checkable answers.
- 02Connected the agent to Shopify orders, the returns app and the carrier tracking API, read-only except for creating return labels within policy.
- 03Grounded product answers in the catalog and size guides, with a rule to escalate whenever the source does not answer.
- 04Built an evaluation suite of 400 real past tickets, graded before every release.
- 05Rolled out to 20% of email traffic first, then chat, with a daily review of escalations.
Claude classifies each ticket, pulls the order and policy facts it needs, drafts or sends the reply, and escalates with a summary when confidence or policy coverage is low.
How we measure it.
Resolution rate is counted only for tickets closed without reopening within 7 days. Response time comes from the helpdesk. Cost avoided is resolved tickets times the team's measured handling cost per ticket.
Before you ask.
No. Beyond Technologies gives the agent the policy as data and checks every refund or return action against it in code. Anything outside policy goes to a person with the case summarised.
The same pattern works on Gorgias, Zendesk and Intercom. The agent runs as an integration in the helpdesk your team already uses.
Want this measured on your own data? Start with a pilot.
Let's put AI to work in your business.
A 30-minute call. You bring the workflow or the roadmap — we'll tell you what's feasible, what it costs, and what we'd build first.