AI Chatbot for E-commerce
Order status queries, return policy questions, product specification questions, and shipping timeframe queries account for the majority of support tickets in most e-commerce businesses. They're answerable from data your store already has: your OMS, your product catalogue, your policy documents. An AI chatbot with access to those sources handles the routine volume automatically, freeing your support team for queries that actually need human judgement, and the same infrastructure doubles as a shopping assistant that helps customers find and buy products.
AI shopping assistant for natural language product discovery, filtering, and add-to-cart from conversation
Order tracking bot connected to your OMS or Shopify with proactive shipping update messages
Returns and refund automation with eligibility checking, label generation, and OMS trigger
Human handoff to Gorgias, Zendesk, Freshdesk, or Intercom with full conversation history passed to the agent
Recent outcomes
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The problem
Your support team spends the majority of their time answering 'where is my order?' and return policy questions that could be handled without a human?
Product search returns category pages rather than helping the customer find the specific item they need, losing the sale to a competitor?
Short answer
RaftLabs builds AI chatbots for e-commerce brands: natural language shopping assistants that help customers find and buy products, order tracking and status bots connected to your OMS or Shopify, returns and refund automation, product Q&A and FAQ handling from your knowledge base, post-purchase engagement flows, and human handoff integrations with Gorgias, Zendesk, Freshdesk, and Intercom. Most e-commerce chatbot projects deliver in 8 to 12 weeks at a fixed cost.
Key takeaways
Trusted by
The same infrastructure that handles support also handles discovery. A shopping assistant that understands "show me waterproof hiking boots under $150 in size 10" and returns a filtered, personalised set of results is a sales tool, not just a support tool.
Capabilities
Natural language product discovery returns filtered, ranked results with images and add-to-cart, all inside the chat window, with conversational filtering, comparison, and checkout initiation.
Live status retrieval from your OMS or Shopify Orders API, with proactive outbound messages for key shipping events and delivery exception handling with re-delivery scheduling.
Eligibility checking against your policy rules generates a shipping label and creates the return record automatically, with refund or exchange triggers firing on receipt confirmation.
Answers pull from structured product data and a parsed knowledge base of policy content, with the bot escalating rather than guessing when confidence is low.
Review requests, reorder prompts for consumables, and check-in messages run on delivery and usage triggers rather than fixed timers, alongside in-chat loyalty balance queries.
Sentiment and confidence-based handoff transfers the conversation with full history attached, so no customer repeats themselves to the agent who picks it up.
How we work
We map your platform, ticket volume, and current support stack. You leave week 1 with a written scope document and a fixed-price quote.
Handoff triggers and knowledge base structure designed against your actual policies and query patterns.
Shopping assistant, order bot, and returns automation built in parallel, tested against real catalogue data.
Baseline metrics set from existing ticket data, with a deflection dashboard live from day one.
Why us
The engineers who assess your support stack also build the solution. No bait-and-switch, no offshore handoff after the contract is signed.
We scope the work, calculate the cost, and lock it in writing before any development starts.
Clients include Vodafone, T-Mobile, Aldi, Nike, Cisco, and Lockheed Martin. Track record building AI-chatbot and e-commerce platforms.
Low-confidence answers hand off to a human instead of producing a wrong response.
A baseline and dashboard show actual ticket deflection, not an assumed improvement.
Tell us your platform, your current support ticket volume, and the queries you most want to automate. We'll scope the right bot and give you a fixed cost.
Tell us what's broken. Within one business day you get a straight take on cost, timeline, and the right first step. No deck, no pressure.
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Read moreWe integrate with the Shopify Admin API to query order data in real time. The bot retrieves current status, fulfilment status, tracking number, and carrier and formats the response in chat. For stores using a third-party OMS (NetSuite, Brightpearl, Linnworks), we connect to the OMS API instead. The connection is read-only for order queries; write operations use the OMS API with appropriate authentication and audit logging.
Hard triggers (payment disputes, fraud reports, complaint escalations) always go to a human. Soft triggers are confidence-based: if the bot's answer confidence falls below a set threshold, it transfers rather than guessing. Sentiment triggers detect frustration and escalate regardless of query type. All three are adjustable without a code change after launch.
Yes. The underlying language model supports multilingual input and output without per-language configuration. For product and policy Q&A, answer accuracy in non-English languages depends on whether your knowledge base exists in those languages, we typically recommend maintaining English content and translating at the retrieval layer.
A chatbot covering order status, FAQ automation, and human handoff to your existing helpdesk typically runs $15,000 to $35,000 and delivers in 8 to 10 weeks. A full AI shopping assistant with natural language discovery, returns automation, and post-purchase flows typically runs $35,000 to $80,000 and delivers in 10 to 12 weeks.
Work with us
We scope AI Chatbot for E-commerce in 30 minutes. You walk away with a clear cost, timeline, and approach. No commitment required.
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