What does the AI assistant answer if the customer asks where their order is?

The answer in detail

The assistant tells the order status from the online store platform’s order status lookup, if the integration is connected. The answer needs the order number and the email address given when ordering. If the customer does not know the order number, the assistant suggests looking for it in the confirmation email.

If the lookup is not connected, the assistant points to the confirmation email and the courier’s tracking link. If it cannot find the order with the details given, it asks for contact details and hands off to a colleague.

What you need to upload

• The text of the confirmation email, with where the tracking link appears
• The address of the courier company’s tracking page
• Delivery terms, with how dispatch works
• FAQ on order statuses

Example dialogue

AI assistantArtificial intelligence, not a human

Sample conversation

Customer: Hello, where is my order?

AI assistant: Please give me the order number and the email address you used when ordering.

Customer: Here are the order number and the email address.

AI assistant: Your order is on its way with the courier company. The tracking link in the confirmation email shows its exact position.

Second example

AI assistantArtificial intelligence, not a human

Sample conversation

Customer: Hello, I sent my order back last week. Has it arrived yet?

AI assistant: I cannot see the status of the returned parcel. Could you give me the original order number?

Customer: I have the order number, but I cannot find the parcel number.

AI assistant: Thank you. Our colleague can check whether the return has arrived. Please give your email address or phone number, and our colleague will be in touch shortly.