Blog
AI agents, RAG, and integrations — notes from production.
E-commerce
AI Support for Ticketing and Events: Transfers, Refunds, and Postponements
AI support for ticketing works against event status and time pressure - transfers, access issues, and refunds that are factual once the event state is known.
E-commerce
AI Support for Digital Goods and Software: Licenses, Refunds, and Access
AI support for digital goods runs on entitlement state - activation, seat limits, usage - where refunds are a factual question and abuse is a real risk.
E-commerce
AI Support for Furniture and Big-Ticket Home Goods: Delivery and Assembly
AI support for furniture retail centers on delivery scheduling and lead times, with damage claims and big-ticket refunds routed to a person for assessment.
E-commerce
AI Support for Consumer Electronics: Warranty, Setup, and Troubleshooting
AI support for consumer electronics is half grounded retrieval - warranty and troubleshooting steps - and half transaction, with a clear safety boundary.
E-commerce
AI Support for Travel and OTAs: Changes, Cancellations, and Disruption
AI support for travel booking has to work against live itineraries and supplier rules the agent does not control, with irregular operations going to a person.
E-commerce
AI Support for Food and Grocery Delivery: Live Orders and Refunds
AI support for food delivery runs against a live order with a minutes-long resolution window - real-time status, fast validated refunds, and a safety boundary.
E-commerce
AI Support for Beauty and Cosmetics: Ingredients, Shades, and Allergies
AI support for beauty e-commerce can ground shade and ingredient questions in product data, but reaction and allergy concerns must route to a person.
E-commerce
AI Support for Fashion Retail: Sizing, Returns, and Exchanges
AI support for fashion retail lives on two queues - sizing questions before purchase and returns or exchanges after - each with its own grounding discipline.
E-commerce
Handling Angry Customers: When an AI Support Agent Should Not Try
With frustrated customers, an AI support agent should acknowledge once and escalate fast - trying to de-escalate reads as being fobbed off and delays the fix.
E-commerce
Cutting Over From a SaaS Support Bot to a Custom Agent Without a Gap
To migrate a support bot to a custom agent, run both in parallel, cut over one ticket category at a time, and keep a routing flag as the rollback.