The short answer
AI agents work well for high-volume, low-risk questions: order status, delivery times, returns policy and product details, as long as they can look up real order data and hand off to a person smoothly. They work badly for complaints, refunds with exceptions and anything emotional. Measure resolution and customer satisfaction, not just deflection.
What works
- "Where is my order?" The agent reads order and courier status and answers instantly.
- Policy questions: returns, exchanges, warranty and delivery areas.
- Product questions: size, compatibility and materials from your catalogue.
- Out-of-hours cover: instant answers at night and on holidays.
What doesn't
- Angry customers and complaints, which need empathy and authority to fix things.
- Refunds and exceptions outside your standard policy.
- Questions the agent can't check against real data; guessing causes damage.
How to set one up well
- Start with your top 20 questions from the last three months of tickets.
- Connect real data: order status, tracking and your policy documents.
- Design the hand-off: a clear "talk to a person" option that passes the conversation along.
- Channels: start where your customers already ask, often WhatsApp in India.
- Review weekly: read a sample of conversations and fix wrong answers.
Measures that matter
- Resolution rate: questions fully answered without a person.
- Customer satisfaction on AI-handled conversations.
- Time to first response and to resolution.
- Escalations that should have been caught earlier.
From our work[An AI support set-up PURSHO designed or tested: channels, question types and results]
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