Built a Shopify-connected AI support chatbot that answers order, shipping, returns, and product questions while escalating exceptions to humans.
Challenge
A Shopify brand was overwhelmed by repetitive support tickets about order status, shipping, returns, sizing, and product compatibility. Agents spent most of their time answering questions already covered in policies and product pages.
Workflow approach
We built a RAG-powered support chatbot connected to Shopify product data, order lookup, return policies, and helpdesk workflows. The bot answers approved questions, checks order status with permissioned access, collects context for returns, and escalates exceptions with a clean ticket summary.
Observed outcome
Repetitive support tickets dropped 54%, shoppers received 24/7 answers, and human agents received better context for exceptions. The brand preserved human support for complaints, refunds, and edge cases while automating routine questions.
Outcome metrics
- Fewer repetitive tickets
- 54%
- Shopper support
- 24/7
- Answer helpfulness
- 89%
- Ticket summaries
- 100%
Systems involved
- Shopify API
- OpenAI
- Pinecone
- Zendesk
- n8n
- PostgreSQL