AI Portfolio · Customer Service · AI
Support
AI-assisted customer support for marketplaces — shipment status, tracking, returns and refund inquiries.
What this application does
Support connects marketplace stores so an AI can read incoming buyer messages and help answer them — the questions sellers get every day: where is my order, tracking updates, returns and refund requests. It is designed to reply through each marketplace’s own messaging API with the team in control; channel connections (Amazon, eBay, Mirakl-based marketplaces) are rolling out per channel.
Highlights
- AI reads buyer messages and prepares responses for routine inquiries
- Designed for shipment status, tracking, returns & refund inquiries
- Marketplace connections through official messaging APIs, rolled out per channel
Case study
Business problem
Buyer messages arrive separately in every marketplace’s seller portal, and most ask the same routine questions — answering them meant logging into each portal and writing similar replies by hand, every day.
Our role
End-to-end: design, development, marketplace messaging API integrations, deployment, and operation.
Architecture
Multi-channel inbox backed by per-marketplace connector modules (official seller messaging APIs); an AI layer classifies each message and drafts responses for routine shipment, tracking, and returns inquiries; team review stays in the loop.
Outcomes
- Consolidates buyer messages from multiple marketplaces into one queue
- Designed to remove the manual drafting step for routine status and returns replies
- Human-in-the-loop review before anything customer-facing goes out
Deployment model
Self-hosted on private cloud infrastructure (containerized), operated internally.
Security controls
Per-marketplace API credentials in a server-side secrets store; authenticated user accounts; buyer message data stays within the deployment.
Current status
Working pilot.