Product and availability questions
Is this in stock? Which size or model is right? Can I use a promotion? Help customers make a confident choice before they leave the basket.
Industry solution
Customer operations for Retail & E-commerce .
AI agents that help shoppers move forward. Connect product questions, orders and returns with approved answers, and bring in trained people when the journey needs them.
I need to send one item back. Do I return the whole order?
Context to check: Identify the item and check the retailer’s return policy.
Next action: Explain the item-specific return instructions and any applicable conditions.
Shaped around the policies and permissions agreed for the operation.
A return with a useful next step.
Customer
- Context to check
- Identify the item and check the retailer’s return policy.
- Next action
- Explain the item-specific return instructions and any applicable conditions.
From product questions to returns.
Give customers confidence to buy, then keep them informed through dispatch, delivery, exchanges and refunds.
Orders, delivery and returns
Where is my order? Can I change the address? How do I return or exchange it? Keep every next step clear after checkout.
Launches and seasonal demand
New ranges, campaigns and peak periods bring sudden questions across chat, email and social. Keep answers consistent when contact volumes move.
An example journey
Marked delivered. Still no parcel.
A shopper messages on Instagram after checking their order. Here is how a missing-delivery enquiry could move through Resolvable AI.
Bring the order into view
Helpdesk keeps the message with the shopper’s history. An AI Agent uses connected order and tracking data to check the delivery event.
Follow the right policy
Knowledge supplies the missing-parcel process. The AI Agent asks about the delivery location and evidence, then passes an unresolved case to your team.
Learn from the contact
Quality checks the promised next step. Data Insights reveals repeated missing-parcel concerns so fulfilment can investigate the underlying problem.
Agree the order data, return rules and actions AI can use. Refund exceptions, disputed deliveries and unhappy customers can pass to an advisor with the story intact.
Resolvable AI · 01
From browsing to aftersales.
Help shoppers choose, keep orders visible and explain returns without making them start again on another channel.
Helpdesk
Bring email, WhatsApp, social messages and live chat into one inbox. Keep the shopper’s order enquiry, previous contacts and return request together, with an owner for the next step.
AI Agents
Answer product and delivery questions from approved knowledge and connected data. Guide a return or check a missing delivery within your agreed rules, handing over when a refund or exception needs a person.
Knowledge & Agent Assist
Centralise catalogue information, promotion rules, delivery promises and return policies scattered across slides, documents and team notes. Give advisors a personal assistant when a shopper asks about an unfamiliar product or exception.
Live Translation
Help an English-speaking advisor understand an overseas shopper’s size, delivery or refund question. Translate the reply back while keeping the original message and order context available.
Resolvable AI · 02
Keep the phone journey moving.
Give callers a useful first response and give your team a prepared follow-up queue.
AI Receptionist
Welcome callers asking about store hours, collection or delivery. Answer routine questions from approved guidance, gather order details and route unresolved enquiries to the right team.
Dialler
Prepare callbacks for disputed deliveries, high-value enquiries or aftersales support. Schedule another attempt when the shopper does not answer and keep the outcome with their history.
Resolvable AI · 03
Find what is driving demand.
Use service evidence to improve product pages, delivery communication and returns guidance before the next peak.
Quality
Review whether the advisor checked the order, explained the correct return window and followed refund approval rules. Compare the conversation with the same policy knowledge used to answer it.
Surveys
Ask how helpful the support was after a delivery or return enquiry. Read the shopper’s feedback alongside the conversation review to distinguish an accurate answer from a frustrating experience.
Data Insights
Find repeated questions about product descriptions, confusing promotions, delayed refunds or a delivery route. Give merchandising, fulfilment and digital teams the conversations behind the theme.
Analytics AI
Ask ‘Which day is busiest after a promotion?’ or ‘Which channel has the largest returns backlog?’ See a chart and the supporting service data to plan coverage.
Customer stories.
AI for repeat questions. People for the exceptions.
Use Resolvable AI and Resolvable Outsourcing independently, or connect them around these journeys. Agree the knowledge, systems, coverage and handover rules for your operation.
- Ground answers in approved product, delivery and returns knowledge
- Assist agents with relevant guidance while the conversation is live
- Find repeat contact drivers and quality themes across interactions
- Build trained teams around your catalogue, tone and service policies
- Add agreed coverage around launches, weekends and seasonal demand
- Work inside the helpdesk, order and returns systems you already use