Category · E-commerce
AI customer service for webshops, with your order data included
An AI that only knows your FAQ can't answer a single question about an order. And at a webshop nearly every question is about an order.
Cuego AI agent
- Understand the questionWhat is this about and what does the customer really want to know.
- Gather contextOrder, customer data and earlier conversations from your own systems.
- Prepare the answerAn answer that holds up, with the follow-up action included.
- Get it doneReturn filed, ticket updated, queued for your approval.
There's a reason AI disappoints more often at webshops than elsewhere. Most AI chatbots are fed your FAQ and your website copy. With that they can tell someone your return window and until what time you're reachable. What they can't do is answer the question that actually arrives: where is order 8124.
That question can't be answered with knowledge, only with data. The answer sits in your webshop and at your carrier, and changes by the hour. An AI that can't reach it points to the tracking page or to a form, and then your customer has made more effort than with a plain email.
So the question with AI for webshops isn't how good the language model is, but what it can reach. During the conversation Cuego reads the order from your store, the shipping status with tracking, the payment status and the stock per variant, and answers with that. If the answer isn't there, it says so and hands over.
The situation
Why the previous chatbot didn't work
The bot knew your FAQ but not the order, so every answer stayed generic.
On the most common question, where is my parcel, came a link to a tracking page the customer already had.
When unsure, the conversation ended at a contact form, and that question landed with your team anyway.
Customers learned to bypass the bot by immediately asking for a human.
What comes with it
What the AI can reach
The quality of an AI answer at a webshop hangs on the sources underneath. These are the systems that can be consulted during the conversation; all integrations are in every plan.
Your systems keep doing their work. Cuego pulls the information in the moment a customer calls or emails about it.
Webshops and OMS
Shopify, WooCommerce, Magento, Lightspeed, CCV Shop, PrestaShop
Shipping and delivery
PostNL, DHL, DPD, Sendcloud
Marketplaces
Bol.com, Amazon
Payments
Mollie
How it works in practice
With that context in place, this is what the next step looks like.
Data instead of only knowledge
The order, the shipment, the payment and the stock are fetched during the conversation, so the answer is about this customer and this order.
The action behind it too
Registering a return, passing on an address or assigning a task to the warehouse belongs with the answer, instead of still having to happen afterwards.
Honest when the answer isn't there
On an exception or a complaint the conversation is handed over with the question, the customer details and what's already been checked. No guess and no dead-end form.
What the AI does for a webshop
Where is my order
The order is found by name, email or number, the shipment is checked with the carrier and the answer names the actual state with an expectation.
Returns by your policy
The purchase date and the items determine what's possible. Cuego explains that and can register the return within your limits.
Stock and product questions
Questions about a size, colour or variant are answered with current availability, and when sold out with an alternative from your assortment.
Outside office hours
Most orders fall in the evening, and the questions afterwards too. Those get answered then instead of piling up for the morning.
Multilingual when selling across borders
A German or French customer gets an answer in their own language, with the same data and the same tone.
Learns from your corrections
When your team edits a draft, that correction is remembered. What you adjust this month, you won't have to adjust again next month.
From context to result
What it delivers
What bringing context and action together means in practice.
Cuego knows your return policy and the order the question is about. The answer combines the two: what the rule is and what applies to this order, with the source underneath.
When either of the two is missing, Cuego doesn't answer and brings in your team.
Policy plus order
what the rule is and what applies to this order
Source under the answer
the customer and your team see where it came from
Missing one means no answer
Cuego brings in your team instead
FAQ
Frequently asked questions
Mainly the questions whose answer is fixed in your systems or knowledge base: where is my order, what's the delivery status, is this in stock, how does a return work, did my payment go through. Complaints, exceptions to your policy and sensitive situations belong with a person, and an AI that recognises this and hands over is worth more than one trying everything itself.
The terms behind this
What the terms on this page actually mean, with the calculation and where they mislead in practice.
AI agent
An AI agent understands a question in plain language, looks up information in your systems and carries out the action behind it. That's something other than a chatbot with choice buttons.
Knowledge base
A knowledge base is the recorded version of what your team knows. Without an owner and a rhythm it's partly wrong within six months.
CSAT
CSAT is the percentage of customers who rate a contact moment as positive. The score is easy to collect and easy to misread.
See also
Keep exploring
Everything in Cuego connects. Discover the modules, solutions and integrations that belong with this.
Your Cue to Go.
Everything around your customer. Together.
The Customer Contact Platform where conversations, customer data, knowledge, workflows, people and AI come together. Book a 30-minute demo and see it against your own situation.
30-minute demo · then we set it up together
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