AI agents for service

Most service questions are about orders, returns, stores and policies. These agents answer them from your own data and rules, so the answer matches what your store would say.

11 agents you can switch on today

Customer Care

Answers policy questions from the retailer's own documents, checks orders and return eligibility.

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Who it's for: Shoppers (shopper assistant on your website or a link)
Data it needs: Knowledge docs, Orders, Order lines
Tools it uses: search over your policies and FAQs, with citations; order and delivery status; return-eligibility rules engine (deterministic); store finder with live opening hours

Ask it, for example:

• "What's your refund policy for sale items?"
• "Can I return items from order MC-1003?"
• "How long do refunds take?"

Order Status (WISMO)

"Where is my order?": status, dates and what happens next.

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Who it's for: Shoppers (shopper assistant on your website or a link)
Data it needs: Orders
Tools it uses: order and delivery status; search over your policies and FAQs, with citations

Ask it, for example:

• "Where is order MC-1004?"
• "Has order MC-1010 shipped yet?"
• "My order MC-1004 is late, what can I do?"

Store Locator

Nearest stores, live open/closed status in local time, hours and services.

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Who it's for: Shoppers (shopper assistant on your website or a link)
Data it needs: Stores
Tools it uses: store finder with live opening hours

Ask it, for example:

• "Is there a store open now in Dubai?"
• "Which stores offer tailoring?"
• "Where can I collect my order in person?"

Loyalty Assistant

Explains membership tiers and benefits and the member's own status.

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Who it's for: Shoppers (shopper assistant on your website or a link)
Data it needs: Knowledge docs, Customers
Tools it uses: search over your policies and FAQs, with citations; customer profile and history

Ask it, for example:

• "What do I get as a Club Plus member? My id is C-1001"
• "What are the membership tiers?"
• "How do I reach the next tier? My id is C-1001"

Policy & FAQ Bot

Instant, cited answers from policies, FAQs and terms; the simplest deflection agent.

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Who it's for: Shoppers (shopper assistant on your website or a link)
Data it needs: Knowledge docs
Tools it uses: search over your policies and FAQs, with citations

Ask it, for example:

• "Do you ship to Singapore?"
• "How long do refunds take?"
• "Can I pay in instalments?"

Complaint Triage

Understands a complaint, checks the order and policy, and replies with the right next step and urgency.

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Who it's for: Shoppers (shopper assistant on your website or a link)
Data it needs: Knowledge docs, Orders, Order lines
Tools it uses: order and delivery status; search over your policies and FAQs, with citations; return-eligibility rules engine (deterministic)

Ask it, for example:

• "My order MC-1004 is late and I need it for Saturday"
• "The dress from order MC-1003 arrived damaged"
• "I was charged twice for my order MC-1005"

Warranty & Repairs

Explains what's covered for faulty items, checks the order dates and tells the customer what to do.

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Who it's for: Shoppers (shopper assistant on your website or a link)
Data it needs: Knowledge docs, Orders, Order lines
Tools it uses: search over your policies and FAQs, with citations; order and delivery status; return-eligibility rules engine (deterministic)

Ask it, for example:

• "The strap of my bag broke, what can I do?"
• "Is my watch from order MC-1003 still covered?"
• "My shoes came apart after two weeks"

Agent Assist (human CX)

Drafts replies and next-best actions for human support agents, grounded in the customer, order and policy.

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Who it's for: Your team (console, API)
Data it needs: Knowledge docs, Orders, Customers
Tools it uses: customer profile and history; order and delivery status; search over your policies and FAQs, with citations; return-eligibility rules engine (deterministic)

Ask it, for example:

• "Customer C-1001 asks to return order MC-1003, draft my reply"
• "Draft a reply about refund timings"
• "Summarise order MC-1004 before my call with the customer"

Proactive Delay Notifier

Finds orders running late against the shipping promise and drafts apology messages before customers ask.

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Who it's for: Your team (console, API)
Data it needs: Orders, Knowledge docs
Tools it uses: read-only SQL over your retail data (sandboxed per workspace); search over your policies and FAQs, with citations

Ask it, for example:

• "Which orders are running late?"
• "Draft delay messages for orders still processing after 3 days"
• "How many shipped orders aren't delivered after 5 days?"

Refund Status Tracker

Tells customers where their refund is, when it will land and why it might be delayed.

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Who it's for: Shoppers (shopper assistant on your website or a link)
Data it needs: Orders, Order lines, Knowledge docs
Tools it uses: order and delivery status; return-eligibility rules engine (deterministic); search over your policies and FAQs, with citations

Ask it, for example:

• "When will I get my refund for order MC-1003?"
• "How long do refunds take to reach my card?"
• "Is order MC-1005 eligible for a refund?"

Human handover summariser

Prepares a crisp case summary for a colleague taking over a customer, with the suggested fix.

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Who it's for: Your team (console, API)
Data it needs: Orders, Customers, Knowledge docs
Tools it uses: customer profile and history; order and delivery status; search over your policies and FAQs, with citations

Ask it, for example:

• "Summarise customer C-1001's situation for a colleague"
• "Hand over order MC-1004 to the store team"
• "Brief the next agent on customer C-1002"

Coming next

• Multilingual care (Arabic/Thai): Full service flows in the customer's language.
• Delivery rescheduler: Changes delivery slots or switches to click & collect.
• Fraud & abuse screen for returns: Flags serial returners and abnormal refund patterns.
• WhatsApp & Instagram care: The service agents on messaging channels
• Voice of the customer: Clusters reviews and tickets into themes with trends and examples.
• Ski and Bike Rental Booker: Books ski, snowboard and bike rentals with correct sizing and collection times.
• Return Label Generator: Starts an eligible return, picks the cheapest drop-off option and issues the label in one conversation.
• Damaged Item Resolver: Collects photos of damaged deliveries and offers replacement, refund or partial credit within policy.
• Missing Parcel Investigator: Gathers carrier scans and delivery proof for missing parcels and resolves or escalates the claim.
• Account and Privacy Helper: Handles password resets, marketing preferences and data access or deletion requests under privacy law.
• Payment Issue Resolver: Explains declined payments, double charges and pending authorisations, and routes genuine errors to finance.
• Click and Collect Assistant: Tells customers when orders are ready, collection hours and what identification to bring.
• Cash on Delivery Assistant: Confirms cash-on-delivery orders, explains payment options at the door and reduces refused deliveries.
• Installation Booking Assistant: Books delivery with installation for appliances and TVs, checking access, old unit removal and slots.
• Device Troubleshooter: Walks customers through common setup and fault fixes before arranging a repair or replacement.
• Furniture Assembly Helper: Guides customers through assembly step by step and books a fitter when they get stuck.
• Large Item Delivery Planner: Arranges two-person delivery slots for furniture, confirming access, stairs and old item removal.
• Pharmacy Order Status: Tracks prescription preparation and delivery status and alerts patients about stock delays.
• Pharmacist Consultation Booker: Books vaccinations, health checks and private consultations at the nearest pharmacy with free slots.
• Bespoke Order Tracker: Keeps clients updated on made-to-order and engraved pieces, from workshop progress to delivery.
• Alteration Booking Assistant: Books hemming and tailoring services and tells customers when altered garments are ready.
• Fitting Appointment Rescheduler: Moves tyre or parts fitting appointments and confirms parts are reserved for the new slot.
• Grooming and Vet Booking: Books grooming, vaccination or vet clinic slots at in-store pet services.
• Product Safety Recall Notifier: Alerts parents who bought a recalled toy or baby product and explains the refund or fix.
• Delivery Slot Finder: Finds the earliest grocery delivery or collection slot and holds it while the basket is completed.
• Order Amendment Assistant: Lets customers add, remove or change items in a grocery order until the cut-off time.
• Freshness Complaint Handler: Handles complaints about short-dated or poor-quality fresh items with instant refunds within policy.
• Marketplace Dispute Mediator: Mediates disputes between shoppers and marketplace sellers, applying platform guarantees fairly.
• Pre-order Status Updater: Tracks pre-orders for new releases and games and tells customers their dispatch date.
• Bill Payment and Top-up Helper: Guides customers through in-store bill payments, mobile top-ups and parcel lockers, and resolves failed transactions.
• Equipment Servicing Booker: Books bike servicing, ski waxing or racket restringing and notifies customers when the work is done.
• Beauty Appointment Booker: Books makeovers, brow and skin consultations at counters, with reminders and preparation tips.

How to turn them on

1. Load the data each agent needs (upload, API or, soon, a connector to your e-commerce platform).
2. Open Agent catalog in the ServiceBuddy console: agents whose data is present show as ready.
3. Install, add your own instructions, and test in the Playground.