AI for retailers and online stores
AI for Retailers and online stores
Most customer messages to a store are asking where an order is, and every one of them costs about the same as a sale to answer.
The problem, specifically
Retail support is dominated by a short list of repeated questions: where is my order, how do I return this, is it in stock, does it come in another size. Each takes a few minutes, they arrive in bursts after a promotion or a shipping delay, and they come by email, chat, phone and social messages.
On the other side of the shop window, shoppers with a pre-purchase question who get no quick answer simply leave. Nobody records the sale that did not happen.
Back-office documents add their own load: supplier invoices, packing lists and purchase orders, usually keyed by hand.
What we deploy
Chat AI Assistant
Answers product, shipping, returns and order questions on your site using your own policies and catalog. It hands over to a person for complaints, damaged items and anything it cannot resolve.
Voice AI
Handles store hours, location, stock enquiries where connected, and order status calls, so the person at the counter is not interrupted.
Felican IDP
Reads supplier invoices, packing lists and purchase orders into structured data, flagging mismatches against what was ordered.
What makes this different in your trade
Your policies, not invented ones
Return windows, shipping times and exclusions come from the policies you give it. If a policy does not cover the situation, it passes the question on rather than making a rule up.
Refunds are your call
It explains the process and starts the request. Approving a refund or an exception stays with your team unless you set clear limits.
Order status needs a real connection
Answering where is my order is only useful if it reads live data from your store platform. We confirm what your platform allows before we promise it.
Seasonal bursts absorbed
A promotion or a carrier delay creates a few days of heavy volume. Capacity that scales is a better answer than temporary hiring for retailers with spiky demand.
Questions people actually ask
Before you call
Which store platforms does it work with?
That depends on the platform interface and your setup. Many common platforms expose order data, and we check what is possible before we start.
Will it recommend products?
It can answer questions from your catalog and point to relevant items. It will not invent specifications or claim a product does something your listing does not say.
What if a customer is angry?
It acknowledges the problem, captures the details, and passes it to a person quickly. Escalation rules for complaints are set during setup.
Talk to someone who knows retail & ecommerce
A short call, and an honest answer about whether this is worth doing for your business.