E-commerce / Retail
24/7 E-commerce AI Assistant
Never lose a sale after hours again
An e-commerce store was losing sales after hours. Customers would visit the site at 9 PM with a simple question — "Does this come in size 12?" or "How long does shipping to regional NSW take?" — and leave without buying because there was no one to answer. Hiring overnight support staff wasn't viable for a small operation, but the lost revenue was adding up.
A custom AI chatbot trained exclusively on the store's public data — product catalogues, shipping policies, size guides, return terms, and FAQ content. The chatbot lives on the website and answers any customer question instantly, 24/7. It's trained to stay within the bounds of the available data (no hallucinating policies that don't exist) and escalates complex or sensitive questions to a human during business hours. Setup takes less than a week, and the bot integrates directly with an existing website without needing a platform migration.
Key Results
- Instant answers for after-hours visitors — no more lost sales to silence
- Reduced support ticket volume by handling common questions automatically
- Increased conversion rate from evening and weekend traffic
- Seamless handoff to human team for complex enquiries
24/7 E-commerce AI Assistant
A customer visits your store at 9 PM. They have a simple question — "Does this come in size 12?" or "How long does shipping to regional NSW take?" — and there's no one there to answer. They leave without buying. This happens every night.
The Scenario
For any e-commerce business, after-hours traffic is real. But hiring overnight support staff isn't viable for a small operation. Meanwhile, the revenue leakage from unanswered questions after hours adds up month after month.
The questions themselves are straightforward — shipping timelines, return policies, size guides, product availability. The kind of thing any sales assistant could answer in seconds. The problem is that sales assistants sleep.
How It Works
A custom AI chatbot trained exclusively on the store's public data handles after-hours enquiries automatically. It's fed the product catalogue, shipping policies, size guides, return terms, and FAQ content. The chatbot lives on the website as an embed and answers any customer question instantly, 24/7.
Key design principles:
Stay within bounds. The chatbot is trained to only answer from the data it has. If a customer asks something not covered by the available information, it says so honestly — no hallucinating policies that don't exist.
Human escalation. Complex or sensitive questions (refunds, complaints, custom orders) are seamlessly handed off to the human team during business hours, with full conversation context included so the human doesn't have to re-ask.
Quick setup. The whole system can be deployed in under a week, integrating with an existing website without needing a platform migration or redesign.
The Outcomes
- Instant answers for after-hours visitors — no more lost sales to silence
- Reduced support ticket volume by handling common questions automatically
- Higher conversion rate from evening and weekend traffic
- Seamless human handoff for complex enquiries with full context
Tech Stack
The chatbot uses a RAG-based architecture with a custom knowledge base built from the store's public data. It runs on OpenAI / Anthropic LLMs and integrates with a Next.js frontend via an embed component.
What this means for your business
Your website works while you sleep. Every product question, shipping enquiry, and FAQ gets answered instantly — turning after-hours browsers into buyers without you needing to hire overnight staff.
Tech Stack
Put this into practice
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