Customer Support
AI customer support that resolves, not deflects
Answer the questions that eat your team's day — from live order and policy data — and escalate the rest with full context attached.
Most e-commerce support volume is a small set of repeated questions: where is my order, what is your return window, does this ship to my pincode, can I exchange a size. Answering those from a static FAQ goes stale the moment stock or policies change. Answering them manually does not scale past a few hundred orders a day.
COMAI reads your live orders, fulfilment status, catalogue and policies, then resolves routine queries across WhatsApp, web chat and Instagram from one thread per customer. When something needs judgement — a damaged delivery, an angry customer, a custom request — the conversation moves to a human with the full history attached instead of restarting from zero.
The goal is not ticket deflection for its own sake. It is first-contact resolution on the questions that should never have needed a person, so your team works on the 20% that genuinely does.
What gets automated first
Order tracking (WISMO)
Answers from real fulfilment data, not a generic shipping policy.
Returns & exchanges
Return windows, eligibility and next steps from your actual policies.
Shipping & delivery
Pincode checks, timelines and delay notifications from live rules.
Product & policy FAQs
Sizing, materials, warranty and care — grounded in your catalogue.
Proactive updates
Dispatch and delivery notifications before the customer asks.
Clean escalation
Humans receive full context, not a cold ticket.
One inbox across the channels customers use
In India, a large share of support starts on WhatsApp. Others start on Instagram DMs or your website widget. COMAI keeps one conversation thread per customer across those channels, so a question started on the site and continued on WhatsApp does not mean explaining the situation twice.
Where most Indian D2C support conversations begin.
Web chat
Embedded on your storefront for pre- and post-purchase questions.
Instagram DMs
Same store context as WhatsApp and web.
Shared memory
Order history and preferences follow the customer.
What changes for your team
Brands typically automate 70–85% of tier-one queries — the repetitive volume that grows with traffic but does not grow margins. Response times drop from hours to seconds. Agents spend time on exceptions instead of copying tracking numbers out of Shopify.
Faster first response
Seconds, not hours — including nights and festival spikes.
Lower cost per ticket
Routine volume absorbed without proportional hiring.
Better escalations
Humans start with context, not a blank screen.