E-commerce businesses handle thousands of customer interactions daily. From "Where's my order?" to "Does this come in blue?" - the volume is overwhelming. AI agents are transforming how online stores handle these interactions.
Here are 10 proven use cases where AI agents deliver immediate value for e-commerce businesses.
1. Order Tracking (WISMO)
"Where Is My Order?" (WISMO) queries account for 30-50% of all customer support contacts. It's the #1 use case for e-commerce AI agents.
What AI Does
- Looks up orders by order number, email, or phone
- Provides real-time shipping status
- Shares tracking links and delivery estimates
- Proactively notifies about delays
Impact
| Metric | Before AI | After AI |
|---|---|---|
| WISMO tickets | 500/day | 50/day |
| Response time | 4 hours | Instant |
| Agent time on WISMO | 40% | 5% |
Implementation Tip
Connect your AI agent directly to Shopify, WooCommerce, or your shipping provider API. Real-time data = accurate answers.
2. Returns and Exchanges
Returns are a pain point for both customers and businesses. AI agents streamline the entire process.
What AI Does
- Checks return eligibility based on your policies
- Generates return shipping labels
- Processes exchanges and size swaps
- Initiates refunds automatically
- Handles return status inquiries
Example Conversation
Customer: I want to return the shoes I bought last week
AI: I found your order for the Nike Air Max, purchased on Dec 15.
They're eligible for return until Jan 15. Would you like a
refund to your original payment method or store credit?
Customer: Refund please
AI: Perfect. I've emailed a prepaid return label to you.
Once we receive the shoes, your refund will process
within 3-5 business days. Anything else I can help with?
3. Product Questions
Customers have questions before buying. Fast, accurate answers = higher conversion.
What AI Does
- Answers sizing and fit questions
- Compares products and features
- Checks compatibility (e.g., "Will this case fit iPhone 15?")
- Provides specifications and details
- Suggests alternatives when items are out of stock
Impact on Conversion
Stores with AI-powered pre-sale support see:
- 15-25% higher conversion rates
- 20% larger average order values
- 30% fewer product returns (better purchase decisions)
4. Cart Abandonment Recovery
70% of shopping carts are abandoned. AI agents can win back a significant portion.
What AI Does
- Reaches out via WhatsApp/SMS after cart abandonment
- Answers questions that may have caused hesitation
- Offers help with sizing, shipping, or payment
- Applies discount codes when appropriate
- Completes the checkout process
Example Message
Hi Sarah! I noticed you left some items in your cart
at [Store Name]. The blue dress you picked is gorgeous!
Is there anything I can help you with? Questions about
sizing, shipping, or anything else?
Recovery Rates
| Channel | Recovery Rate |
|---|---|
| Email (traditional) | 5-10% |
| WhatsApp AI agent | 15-25% |
| SMS AI agent | 12-18% |
5. Inventory and Availability
Nothing frustrates customers more than learning their desired item is out of stock - after they've tried to buy it.
What AI Does
- Real-time inventory checks
- Notifies when items are back in stock
- Suggests similar available alternatives
- Reserves items temporarily during conversation
- Checks availability across locations
Example
Customer: Do you have the black hoodie in XL?
AI: Great choice! Unfortunately, the black XL is currently
sold out. But I have good news - we're restocking on
Friday! Would you like me to notify you when it's
available? Or I can show you similar hoodies we have
in XL right now.
6. Shipping Information
Shipping questions are the second most common inquiry after WISMO.
What AI Does
- Provides shipping costs before checkout
- Estimates delivery dates by location
- Explains shipping options (express, standard, etc.)
- Handles international shipping queries
- Provides customs and duties information
Common Questions Handled
- "How much is shipping to [city]?"
- "Can you ship to [country]?"
- "When will it arrive if I order now?"
- "Do you offer same-day delivery?"
- "How do I qualify for free shipping?"
7. Discount and Promo Code Assistance
Promo code issues cause cart abandonment. AI can help.
What AI Does
- Validates promo codes
- Explains why a code isn't working
- Suggests valid alternatives
- Applies codes automatically
- Stacks discounts appropriately
Example
Customer: The code SAVE20 isn't working
AI: I see the issue - SAVE20 requires a minimum purchase
of $75, and your cart is at $68. Add $7 more and it
will apply! Would you like me to suggest some items
that would complete your order?
8. Product Recommendations
AI agents can act as personal shopping assistants.
What AI Does
- Asks about preferences and needs
- Recommends products based on conversation
- Cross-sells complementary items
- Personalizes suggestions based on history
- Explains why each recommendation fits
Recommendation Impact
| Type | AOV Increase |
|---|---|
| No recommendations | Baseline |
| Generic "You may also like" | +5% |
| AI-personalized suggestions | +20-30% |
9. Loyalty and Rewards
Keep customers engaged with your loyalty program.
What AI Does
- Shows points balance
- Explains how to earn and redeem
- Applies rewards at checkout
- Notifies about expiring points
- Suggests ways to reach next tier
Example
Customer: How many points do I have?
AI: You have 2,450 points - that's $24.50 in rewards!
You're only 550 points away from Gold status, which
gives you free express shipping on all orders.
Would you like to use your points on today's order?
10. Post-Purchase Support
The customer relationship doesn't end at checkout.
What AI Does
- Sends order confirmations and updates
- Provides product care instructions
- Collects reviews and feedback
- Handles warranty questions
- Offers replenishment reminders
Proactive Messages
Day 1: Order confirmation with tracking
Day 3: Shipped notification
Day 5: Delivery confirmation + care tips
Day 14: Review request
Day 60: Replenishment reminder (for consumables)
Implementation Priority Matrix
Not all use cases are equal. Here's how to prioritize:
| Use Case | Volume | Complexity | ROI | Priority |
|---|---|---|---|---|
| Order Tracking | High | Low | High | 1 |
| Returns | High | Medium | High | 2 |
| Product Questions | High | Medium | High | 3 |
| Shipping Info | Medium | Low | Medium | 4 |
| Cart Recovery | Medium | Medium | Very High | 5 |
| Inventory | Medium | Low | Medium | 6 |
| Promo Codes | Low | Low | Medium | 7 |
| Recommendations | Low | High | High | 8 |
| Loyalty | Low | Medium | Medium | 9 |
| Post-Purchase | Low | Medium | Medium | 10 |
Getting Started
Ready to implement AI agents for your e-commerce store?
- Start with WISMO - High volume, low complexity, immediate impact
- Add returns - Reduces agent workload significantly
- Enable product Q&A - Boosts conversion
- Implement cart recovery - Direct revenue impact
- Expand from there - Based on your specific needs
Integrations You'll Need
- E-commerce platform: Shopify, WooCommerce, Magento
- Shipping: ShipStation, Shippo, carrier APIs
- Payments: Stripe, Razorpay for refunds
- CRM: For customer history
- Helpdesk: For seamless escalation
Ready to Build Your E-commerce AI Agent?
Edesy's AI Agent Builder includes pre-built templates for e-commerce use cases with native Shopify and WooCommerce integrations.