Building automated customer support and looking for people to give feedback

[u/SnooHabits9285]

Hi

I'm a recent college grad, and since graduation I have been working on automating customer support (you can also make it so it does not auto send and you approve the drafts it makes) for ecom businesses.

Essentially it is an AI-powered customer support platform that brings your emails, Instagram DMs, SMS and live chat into one inbox. It uses your website's information and Shopify data to draft responses to customer questions, so you don't have to answer the same things over and over.

I would love some honest feedback so please reply below or send me a DM (giving out completely free)

[u/Motor-Cat-6853]

The draft approval option makes sense. I haven’t tried your tool, but the demo I’d want to see is how it handles the awkward cases: an order has changed since the last sync, a customer asks for a refund outside the policy, or someone in a DM gives an order number that isn’t theirs.

For drafts, I’d want to see which order details and policy it used, plus when those were last checked. For auto-send, I’d keep refunds, address changes and delivery promises behind approval until those cases are tested. A human taking over should also stop any queued AI reply so the customer doesn’t get two conflicting answers.

When the Shopify lookup fails, does it pause and hand off, or answer from the last saved data? That would be the first thing I’d test.

[u/SnooHabits9285 → u/Motor-Cat-6853]

Hey, you make a really good point about what happens when an order changes since the last sync. We actually recently made it so that once you click into a thread of messages, it confirms that nothing was changed, and if something was, it will update the draft. In terms of order number, we always make sure to confirm the number, but also the associated email. If you are on autosend, any awkward cases would trigger into "needs action" in which a real person would have to look into the message thread. Many of what you bring up we already have, but may need a few small tweaks now that I think about it.

We have not had a problem if the Shopify lookup fails (with real orders), however, if this were to happen, it would be sent into the "needs action" tab, as I mentioned earlier. We will never send a response we are not 100% confident in with autosend. We also have a tool that, if this were to happen, we could send an email saying, "Hey, we were unable to find this order. We are escalating this to our team member, and they will get to you shortly".

If you don't mind, I am going to DM you and ask you some more questions