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Station 01AI Resolver

Answers, actions and handoffs, done in seconds.

The AI Resolver reads every incoming message, checks your help articles and order data, does what your rules allow, and replies. When it cannot help, it says so and passes the conversation to your team with a summary.

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AI ResolverSTATION 01
Resolver · conversation L-20418 AI handling
WhatsApp · Aarav M. · returning customer
Hi, my order #88412 was supposed to come in 3 days. It has been 4. Also can I return it if the size is wrong?
Sorry for the wait, Aarav. #88412 left our Bhiwandi warehouse on Tuesday and is out for delivery today, expected by 7 pm.If the size is wrong, you can return it within 15 days of delivery. Exchanges for a different size are free.
Delivery timelines by pincode Size exchange policy
Perfect, thanks
Resolved by AI · 38 secCustomer rated 5 / 5

What the AI did

  • Read intentOrder status + return question
  • Looked up orderShopify · #88412 · out for delivery
  • Cited 2 articlesFrom your Knowledge Shelf
  • Checked rulesNo refund requested, no approval needed
Handoff readyIf Aarav asks for a person, the conversation goes to Orders with this summary attached.

41 sec

Average first reply across all channels

60 to 75%

Of routine conversations resolved without a person

40+

Languages, including Hinglish and mixed scripts

0

Answers made up outside your sources

The route

What happens in the 41 seconds after a customer writes in.

  1. 01

    Read

    Intent, language, sentiment and urgency are picked out. "Kab aayega mera order" is understood the same as "Where is my order?".

  2. 02

    Look up

    The AI pulls the order, booking or account from your connected systems and finds the matching articles on the Knowledge Shelf.

  3. 03

    Check the rules

    Before any action, it checks the limits you set. Refund under $50 on a damaged item? Allowed. Anything bigger goes to a person.

  4. 04

    Reply or hand over

    It replies with the source attached, or writes a three line summary and routes the conversation to the right desk.

More than answers. The AI can actually do the job.

6 compartments

Order and account actions

Track orders, change addresses, book return pickups, resend invoices and update bookings through Shopify, WooCommerce or your own API.

Answers with sources

Every reply links the article or policy it used, so your team can check any answer in one click.

Guardrails you control

Set limits per action, per topic and per customer type. Block topics entirely, such as legal threats or medical questions.

Replies in their language

Customers write in Hindi, Tamil, Arabic or Hinglish and get answers in the same language, from articles written in English.

Your tone of voice

Formal for a bank, friendly for a fashion brand. Give it examples and words to avoid, and it writes like your best agent.

Clean handoffs

When a customer asks for a person, or the AI is unsure, the conversation moves to a human with the full summary attached.

Actions and limits

You write the rules. The AI follows them every time.

Each action the AI can take has a switch and a limit. Start with read only answers, then allow actions one by one as you see the results.

  • Turn each action on or off separately
  • Money limits per conversation and per day
  • Require a person for VIP customers or flagged accounts
  • Every action is logged with who, what and why
Resolver rules · Returns and refunds
ActionAllowed whenOtherwise
Book return pickupWithin 15 days of deliveryExplain policy, offer a person
Refund to sourceDamaged item, under $50Hand to Billing desk
Store creditLate delivery over 3 days, under $10Hand to Orders desk
Change addressOrder not yet packedHand to Orders desk
Cancel orderNot yet shippedOffer return after delivery
Trust notes

Why teams trust it with their customers

No. 1Sealed

Only your sources

The AI answers from your help articles, policies and connected data. When it does not know, it says so and hands over.

No. 2Sealed

A human, any time

Customers can ask for a person whenever they like. The handoff carries a summary so nobody repeats themselves.

No. 3Sealed

Your rules for money

Refunds, exceptions and other sensitive actions follow limits you set. Anything outside them goes to a person.

No. 4Sealed

Your data stays yours

Conversations are encrypted, belong to you, and are never used to train AI for other customers.

Counter notice

Asked at this station

Short, straight answers. If yours is not here, the Sorting Office replies within one working day.

01Does the AI ever make things up?
It is limited to your Knowledge Shelf and connected data. If the answer is not there, it says it does not know and hands over to a person.
02Can we test it before customers see it?
Yes. Run it in draft mode, where it writes replies for your agents to approve, or test it in the playground with your own questions.
03What counts as an AI resolution?
A conversation the AI closed where the customer did not ask for a person within 24 hours. Handoffs and unanswered messages are not counted.
04Can we switch it on for only some topics?
Yes. Many teams start with order status and returns, then add more topics once they are happy with the answers.

Other stations in the sorting room

One QueueEvery channel in one shared inboxKnowledge ShelfThe articles and policies the AI readsSmart RoutingBy topic, language, urgency and valueSLA ClockReply targets with early warningsHappiness ScoreCSAT and AI answer quality reviewAgent AssistSummaries and drafted replies for your teamEvery station is included in Express and International.Seat Plans

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