What does AI customer support for ecommerce do?

It uses AI agents to automatically resolve common shopper questions, including order status, returns, refunds, exchanges, and product queries, across chat, email, social, WhatsApp, and voice. Auralis resolves up to roughly 70% of these on its own and escalates the rest with full context.

Can Auralis handle WISMO and order-status questions?

Yes. Auralis connects to your ecommerce platform and order systems to pull live order and shipment data, so it answers where-is-my-order questions instantly and around the clock.

How does Auralis scale support during Black Friday and Cyber Monday?

Auralis is always-on and elastic, so it absorbs peak-season spikes without added headcount. Brands often see support volume double or triple at peak, and AI keeps response times stable.

Which ecommerce and helpdesk tools does Auralis integrate with?

Auralis integrates with more than 500 tools, including Shopify, Magento, BigCommerce, WooCommerce, and Salesforce Commerce, plus helpdesks like Zendesk, Gorgias, Gladly, Kustomer, Freshdesk, and Intercom, and returns and tracking tools such as Aftership, Narvar, and Loop Returns.

How quickly can Auralis go live for a retail brand?

Auralis deploys in days, not months. It is fully managed, so data clean-up, training, integrations, and monitoring are handled for you.

Is Auralis secure and compliant for handling customer data?

Yes. Auralis is built to ISO 27001, SOC 2 Type II, GDPR, and HIPAA-ready standards, and is LLM-agnostic so it can be deployed on cloud, private, or on-prem infrastructure.

How accurate is the AI, and will it hallucinate?

Auralis agents answer only from your policies, product catalog, and connected systems, with guardrails and confidence thresholds. Low-confidence or sensitive cases hand off to a human with full context, so customers do not receive made-up answers.

Can Auralis take actions like returns and order changes, or only answer questions?

It takes actions. Connected to your ecommerce and order systems, Auralis can start returns, check and update order status, process refunds within your rules, and modify or cancel orders, not just answer questions.

Does Auralis support voice and WhatsApp, or only chat and email?

Auralis runs as one agent across chat, email, social, WhatsApp, and voice, carrying full context between channels, where most tools cover only chat and email.

Retail & Ecommerce

AI Customer Support for Retail and Ecommerce

Resolve order, returns, and WISMO questions automatically across chat, email, WhatsApp, social, and voice. Scale through peak season without scaling headcount.

Speak to an AI Expert

Abstract 3D illustration of AI-powered retail and ecommerce customer support: a glowing glassy shopping bag and delivery package beside soft purple chat bubbles, encircled by a dotted order-tracking path, on a light near-white background.

Why Auralis

Built for high-volume retail support

The repetitive, high-emotion workflows that dominate retail support, resolved end to end.

Instant order tracking

Auralis pulls live order and shipment data to answer where-is-my-order questions 24/7, the single largest category of ecommerce tickets.

Returns and refunds, handled

AI agents explain return policies, start returns, and answer refund-timing questions without a human in the loop.

Peak-season ready

Absorb Black Friday and Cyber Monday surges with elastic, always-on AI, so response times stay flat when conversation volume spikes.

True omnichannel

One AI agent across chat, email, social, WhatsApp, and voice, with full conversation context carried between channels.

What retail support teams gain

Typical outcomes for retail and ecommerce teams running Auralis.

~70%: Queries auto-resolved
~60%: Lower cost to serve
Days: Time to deploy

SUPPORT COVERAGE

Common Support Use Cases

24/7 Order & Inquiry Monitoring

AI agents watch every channel around the clock, answering order-status, returns, and product questions the moment they arrive, day or night, peak season or not.

Conversion & Revenue Recovery

Auralis answers pre-sales sizing, availability, and policy questions in real time to reduce cart abandonment and recover would-be-lost sales.

Customer Experience Dashboard

A live view of resolution rate, CSAT, deflection, and contact drivers across chat, email, social, WhatsApp, and voice.

Policy & Compliance Guardrails

Every answer stays grounded in your published return, refund, and shipping policies, so shoppers get consistent, on-brand responses.

Order & Returns Lifecycle Automation

From WISMO lookups to initiating returns and exchanges, agents complete the full workflow against your OMS and returns tools, not just deflect it.

System & Tool Integrations

Connects to Shopify, Magento, BigCommerce, WooCommerce, and Salesforce Commerce plus your helpdesk and returns stack.

Trust & Risk Signals

Flags sensitive cases, potential fraud, and high-emotion conversations so the right ones reach a human fast.

Issue Resolution & Escalation

Resolves up to roughly 70% of contacts autonomously and hands the rest to an agent with full conversation and order history attached.

Intent & Behavior Insights

Surfaces what shoppers ask most, where they get stuck, and which issues drive contacts, so you can fix root causes.

Connected and compliant

Built into your retail stack, secured for retail data

500+ integrations

Connect to Shopify, Magento, BigCommerce, WooCommerce, and Salesforce Commerce, plus Zendesk, Gorgias, Gladly, Freshdesk, Intercom, and returns tools like Aftership, Narvar, and Loop Returns. Anything with an API can connect.

Explore integrations

Enterprise-grade security

Built to ISO 27001, SOC 2 Type II, GDPR, and HIPAA-ready standards. LLM-agnostic deployment on cloud, private, or on-prem to meet data-residency requirements.

Platform overview

Auralis AI agents make this real. They turn retail and ecommerce customer support into a proactive, measurable, and scalable growth engine across every channel your shoppers use.

Customer Testimonials

Other store owners love Auralis. Here is why.

PowerOffice Go is one of Scandinavia's leading cloud-based ERP and accounting platforms. It streamlines finance, payroll, invoicing, and project management into a single intuitive solution, helping companies work smarter and more efficiently.

Headquarters: Norway
Industry: Cloud ERP and SaaS
Number of Companies Served: 150+

We chose to implement Auralis as an AI assistant for our support team after a thorough evaluation process of alternative solutions and suppliers. Our collaboration with Auralis has been very valuable, characterized by a consistently high level of professionalism and responsiveness.

Terje JohanssonProduct Director

Integrates with over 500+ tools that you already use

Whether it's help desks, documentation, videos, CRMs, e-commerce, or customer support tools, Auralis enhances your workflow by integrating with all major platforms. Any platform with an API can be integrated with Auralis.

Zendesk

Help Scout HubSpot

HubSpot

Confluence

Microsoft Teams

Gmail

Google Drive Trello

Trello

Basecamp

Google Analytics

SendGrid

Zendesk

Help Scout HubSpot

HubSpot

Confluence

Microsoft Teams

Gmail

Google Drive Trello

Trello

Basecamp

Google Analytics

SendGrid

Intercom

Zoho Desk

Pipedrive

ServiceNow

Discord

Zoom

Zapier

Asana

Dropbox

Skype

Typeform

Intercom

Zoho Desk

Pipedrive

ServiceNow

Discord

Zoom

Zapier

Asana

Dropbox

Skype

Typeform

Freshdesk

Salesforce

Jira Service Management Slack

Slack

Messenger

Twilio

Google Meet Notion

Notion

monday.com

Google Calendar Okta

Okta

Hootsuite

Freshdesk

Salesforce

Jira Service Management Slack

Slack

Messenger

Twilio

Google Meet Notion

Notion

monday.com

Google Calendar Okta

Okta

Hootsuite

As Seen On

Auralis Agent Assist

Save up to 10 hours per week per agent with Auralis Agent Assist

Seamlessly integrated into your helpdesk to enhance your team's efficiency.

Smart Reply Drafting

Auralis AI drafts context-aware replies to shopper queries by analyzing past interactions, knowledge base articles, macros, and ticket history, helping agents respond faster with accurate, on-brand messaging.

Order & CRM Sync + Summarization

Automatically updates your OMS, helpdesk, and CRM with conversation summaries, so order notes and customer records stay current without manual data entry.

AI-Powered Ticket Triage & Resolution

Classifies, prioritizes, and routes incoming tickets automatically, resolving routine order and returns requests and escalating the rest with full context.

Turn Agent Expertise into Shared Knowledge

Captures how your best agents resolve issues and turns those resolutions into reusable answers, so every shopper gets your team's best response.

Built for Data Privacy & Compliance

GDPR

Built and operated to GDPR data protection standards.

SOC 2 Type II

Independently audited security, availability, and confidentiality controls.

ISO 27001

Certified information security management system.

HIPAA

HIPAA-ready handling for sensitive customer and patient information.

Featured Resources

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Risks in Customer Support

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Checklist

Choosing the right AI framework

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Data Security

Data Security and Compliance

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Frequently Asked Questions

It uses AI agents to automatically resolve common shopper questions, including order status, returns, refunds, exchanges, and product queries, across chat, email, social, WhatsApp, and voice. Auralis resolves up to roughly 70% of these on its own and escalates the rest with full context.

AI Agents

AI agents for Retail & Ecommerce

Purpose-built agents that handle the support work that fills your queue.

See all 16 agents for Retail & Ecommerce