AI customer service for ecommerce
AI customer service for ecommerce is software that answers shopper questions and completes the action behind them, then hands off to your team when a person is needed.
Where ecommerce & retail support breaks
Where is my order, on repeat
Order status and tracking questions are the single biggest slice of an ecommerce queue, and they spike the moment a sale or a shipping delay hits. Your team types the same lookup hundreds of times a week.
Refunds and changes still wait on a human
A chatbot links the shopper to your returns policy, but the refund still doesn't happen. The ticket lands on an agent anyway, now with an annoyed customer attached and a clock running on the cancellation window.
Peaks break your coverage
Black Friday, a viral product, a delayed carrier. Volume triples overnight while your team size stays flat, replies slow down, and CSAT slides on questions that were never hard.
The actions it takes, not just the answers
These ship in the ecommerce & retail setup. Actions that change real systems can pause for a one-tap approval before they run.
Track an order
Look up an order by number or email and return status, carrier, and ETA.
Issue a refund
Process a refund within your policy, pausing for one-tap approval when a rule requires it.
Change or cancel an order
Edit items, update the shipping address, or cancel before fulfillment, respecting your change window.
Answer product and policy questions
Reply from your real returns, shipping, and warranty policies, with sources.
File a claim or report an issue
Log a damaged, lost, or wrong-item problem and open an escalation with full context.
Capture leads and tickets
Save pre-sale intent as a lead, or turn a hard case into a ticket with the transcript frozen.
What that looks like in practice
Across early Bund AI rollouts, 86.7% of tickets resolved with no human touch at a 1.8-second median first response. Order, refund, and shipping questions are exactly the high-volume, rule-bound work it handles best. Your numbers depend on your catalog and policies.
Ecommerce & retail questions, answered
Put Bund AI on your ecommerce & retail queue
See it resolve a real ticket on your own support flow. Live in under a day, with a free plan to start.