Customer Support FAQ Bot
Deflect 60%+ tier-1 support tickets with FAQ quick replies — order tracking, returns, store hours, and human handoff with queue position.
D2C and SaaS support bot with keyword fallback NLP layer. Main menu: Track order, Return/exchange, Product question, Billing, Agent.
Order tracking asks for order ID or phone lookup via Shopify API. Returns link to policy and initiates RMA form. Agent handoff shows wait estimate and preserves full bot context for agent.
How It Works
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1
Welcome menu5 quick reply options covering 80% of ticket volume.
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2
Order tracking branchLookup by order ID or registered phone → status template.
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3
Returns branchEligibility check (days since delivery) → RMA link or agent.
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4
FAQ knowledge nodesShipping times, payment modes, warranty — editable without redeploy.
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5
Agent handoffAssign to queue; pass bot variables as internal note.
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6
CSAT collectionPost-resolution 1–5 rating → Google review link if 4–5.