# AI for e-commerce — customer service, returns, product pages, pre-sales questions > What an agent takes on in an online store: pre-sales questions, returns, multilingual product pages, drafting replies to reviews. What it never decides: a refund, a goodwill gesture. **Version HTML :** https://agence-intelligence-artificielle.eu/en/ai-ecommerce **Langue :** en-GB --- AI by industry # AI for e-commerce In an online store, the task that costs is repetition. ‘Does it run large’, ‘where is my order’, ‘I want to return this’. Three hundred times a week, in five languages, with a November peak where the team doubles and still answers late. The answer is almost always already written — in the product page, in the terms, in the tracking. It is never in the right place. [Request the survey](https://agence-intelligence-artificielle.eu/en/contact) - **5 tasks** documented below - **1 limit** no refund or goodwill gesture decided by the agent - **No fake reviews** never, however well written - **2 to 6 weeks** before the first system is open The cost ## What this industry pays when nothing moves. Ranges, not promises. They come from tasks we meet in this industry and orders of magnitude we measure in the survey — yours may fall outside, in either direction. **Changing nothing** - First answer to a customer : **4 h to 2 days, more in season** - Questions already answered on the product page : **40 to 60 % of tickets** - Return request handled : **1 to 3 days** - Product pages up to date in every language : **rarely** - Replies to published reviews : **when someone has time** - Seasonal reinforcements in customer service : **×2 in November–December** **The customer service system, opened** - First answer to a customer : **2 to 10 minutes** - Questions already answered on the product page : **handled without a human, sample-reviewed** - Return request handled : **a few minutes, human decision if outside the frame** - Product pages up to date in every language : **on every change, reviewed** - Replies to published reviews : **drafted the same day, published after review** - Seasonal reinforcements in customer service : **×1.2 to ×1.4** Five tasks ## What we remove, and what we leave. Each task is described with what the agent takes on and what stays with a person. If the second column is empty, we have not understood the industry. 01 ### Answer pre-sales questions **What the agent does** Size, material, compatibility, delivery time : it answers from the product page and the terms, in the customer’s language, citing the page. **What stays with a person** Any question without an answer on the page. It does not guess a compatibility ; it hands over and flags the gap in the page. 02 ### Handle return requests **What the agent does** It checks the deadline and the conditions, prepares the label and the reply, and records the request. Within the frame, everything happens without intervention. **What stays with a person** Anything outside the frame : deadline passed, damaged product, unhappy customer. A goodwill gesture, an exceptional refund — that is a person. 03 ### Answer ‘where is my order’ **What the agent does** It recognises the order, reads the carrier tracking, and answers with the last known event and its time. **What stays with a person** A promise. ‘Delivered tomorrow’ is never written by the agent. It states the status, not the future. 04 ### Keep product pages current in every language **What the agent does** When the English page changes, it prepares the other languages and flags what has no equivalent — a standard, a size, a legal notice. **What stays with a person** The review of each language before publication. A badly converted size is a return. 05 ### Draft replies to reviews **What the agent does** It drafts a reply to every review, in the house tone, taking the order history into account. **What stays with a person** Publication. Nothing goes out without review — and no review is ever written or solicited in a misleading way. What we do not do ## No refund, no goodwill gesture, no review is produced by an agent. The agent handles what is within the frame — deadline, conditions, product page — and hands over as soon as it steps outside. It does not refund by exception, makes no gesture, and never writes a review in a customer’s place. The diagram below shows the line on the most frequent case : the return. **The method, in one sentence** Ten systems, one survey, one system opened at a time — the one with the shortest payback. [Read the full method](https://agence-intelligence-artificielle.eu/en/#methode), or go back to the [AI agency](https://agence-intelligence-artificielle.eu/en/) page. The tools ## What we open it with, and why here. The choice of tool comes last, and it is reversible. But in this industry, three constraints keep coming back and steer the choice before we even start. **The store and the helpdesk, as they are** Shopify, WooCommerce, Magento, Zendesk, Gorgias or a shared inbox : the agent reads what these tools expose and writes into what they accept. **A circuit visible in n8n or Make** Returns conditions change, promotions too. A rule is corrected in minutes by your team, without calling us. **A multilingual model that cites the page** It answers in the customer’s language and shows the page or the condition it comes from. An answer without a source is not sent. The objections ## What we hear in this industry, before we start. ### Will our customers feel they are talking to a machine ? Mostly they feel they get the right information in ten minutes. The reply is signed by the team, says where it comes from, and offers a person in one line. What they do not accept is waiting two days. ### And in November, when everything explodes ? That is where the gap is widest. The agent absorbs the repetition — the questions whose answer is on the page — and the team keeps the cases that need a team. The reinforcements finally serve a purpose. ### We do not want automatic replies to reviews. It looks fake. That is why it drafts and does not publish. Every reply is reviewed, and often changed, before it is posted. What it removes is the blank page and the delay — not your voice. ### Our product pages are incomplete. Will the agent answer nonsense ? No : it answers ‘I don’t know’ and flags the gap. After a month, you have the exact list of what is missing from your pages, ranked by number of questions — often the first win of the project. Where this industry concentrates ## The areas where we are called most for this. [**Manchester**AI agency in Manchester](https://agence-intelligence-artificielle.eu/en/ai-agency-manchester)[**London**AI agency in London](https://agence-intelligence-artificielle.eu/en/ai-agency-london)[**Leeds**AI agency in Leeds](https://agence-intelligence-artificielle.eu/en/ai-agency-leeds) [**All locations**see the full map](https://agence-intelligence-artificielle.eu/en/locations) Related industries The same tasks, in neighbouring industries : [AI for logistics](https://agence-intelligence-artificielle.eu/en/ai-logistics), [AI for sales teams](https://agence-intelligence-artificielle.eu/en/ai-sales), [AI for hospitality](https://agence-intelligence-artificielle.eu/en/ai-hospitality). Method notes ## What we have written on this subject. [10 July 2026Getting cited by ChatGPT and Perplexity: what actually works](https://agence-intelligence-artificielle.eu/en/blog/getting-cited-by-chatgpt-and-perplexity-what-works) First call — fifteen minutes ## We will tell you which system to open first. Describe the task that costs you the most. We will tell you what is feasible, how long it takes and what it costs. If the answer is no, you will leave with the two reasons why. [Request the survey](https://agence-intelligence-artificielle.eu/en/contact) [Write to the agency](https://agence-intelligence-artificielle.eu/en/contact) --- ## Autres langues - fr-FR : https://agence-intelligence-artificielle.eu/ia-e-commerce.md - en-GB : https://agence-intelligence-artificielle.eu/en/ai-ecommerce.md - de-DE : https://agence-intelligence-artificielle.eu/de/ki-e-commerce.md - es-ES : https://agence-intelligence-artificielle.eu/es/ia-ecommerce.md - it-IT : https://agence-intelligence-artificielle.eu/it/ai-ecommerce.md - pt-PT : https://agence-intelligence-artificielle.eu/pt/ia-ecommerce.md