Case Study • Ecommerce & Retail
Ecommerce teams convert weekend browsers into orders
AI Desk runs multilingual support for regional storefronts, manages preorder expectations, and surfaces urgent fulfilment issues before they become refunds.
Overview
Lifestyle and home goods brands share an AI Desk deployment that resolves repetitive enquiries, manages preorder updates, and converts weekend browsers into customers.
Quick results
40+ language coverage with regional nuance
Preorder updates push through automatically
Fulfilment risks escalated before refunds appear
What they needed
- •Evening peaks overloaded the small support team, leading to slow replies and abandoned carts.
- •Customers needed real-time updates on preorder timelines and local shipping policies.
- •Support volume spiked across English, Bahasa Melayu, and Cantonese, stretching coverage thin.
How AI Desk helped
- •AI Desk scheduled crawlers keep product catalogues, preorder updates, and logistics FAQs current without manual uploads.
- •Lead capture flows convert high-value browsers by sharing restock alerts and VIP sign-up offers.
- •Escalation rules notify fulfilment teams when conversations mention damaged goods or urgent shipping issues.
Outcomes observed
- •Evening shoppers receive consistent answers in their preferred language with clear expectations.
- •Preorder and shipping questions receive accurate answers immediately, reducing refund requests and payment disputes.
- •Operations teams spot fulfilment risks quickly because escalations highlight potential churn events.
Capabilities the team relies on
Multilingual Support
Serves English, Bahasa Melayu, and Cantonese shoppers with culturally-aware responses.
Explore feature →Knowledge Base
Keeps catalogue, preorder, and policy information current with scheduled crawls.
Explore feature →Team Inbox
Escalates fulfilment risks and VIP orders to the right operator immediately.
Explore feature →Plan your own AI Desk rollout
Bring auto-learning support to your industry with managed onboarding or self-serve deployment. Our team shares playbooks from Ecommerce & Online Retail teams so you can launch confidently.