Resolve 'where is my order' tickets automatically
The problem
Order-status, returns and address-change questions make up a large share of tickets and spike during sales.
The workflow
- 1
Connect the knowledge base and order data
The support agent is trained on help-centre content and connected to order lookups.
- 2
Resolve and act
The agent answers status questions and performs simple actions; it escalates exceptions with full context.
- 3
Review weekly
Support leads review unresolved conversations and update content and procedures.
👤 Human step
Expected outcome
Human agents focus on exceptions while routine order questions get instant answers.
Qualitative. We do not publish time-saved or ROI figures until we have measured them.
The stack
Customer agent (per-outcome pricing)
Fin (Intercom)
Intercom
A customer agent that resolves queries across the customer journey.
Alternative if already on Zendesk
Zendesk AI agents
Zendesk
AI agents that resolve customer interactions autonomously.
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