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AI support operations · ecommerce

AI-powered ecommerce support operations

Grounded answers from your manuals, troubleshooting flows, order lookup, and escalation paths — deployable support infrastructure for Nordic retailers.

live metric
38%Repetitive tickets reducedvs baseline
Support command
3 agents active
TKT-2841

Account access after password reset

Checking identity-verification SOP §2.1…

chatmanual:account-access
TKT-2840

Order ORD-8821 delivery status

Shipment status retrieved — dispatched 12 May.

emailorders.json
retrieval-agent
› rag.query intent=account_access
→ chunk 2.1 from account-access-sop.pdf
grounded response ready · confidence 0.91
AI Secure Work·manual RAG·order API·human escalation

Platform

See the support stack in action

Grounded retrieval, ticket workflows, and escalation — how support infrastructure runs for Nordic ecommerce operations.

promotion16:9 · mp4
38%
Repetitive tickets reduced
vs baseline
12s
Avg. first response
AI-assisted
24
Manuals indexed
PDF / SOP sources
71%
AI-assisted resolutions
last 30 days
Infrastructure trust

European infrastructure, built for control

Calm, inspectable systems for teams that need support automation without surrendering data sovereignty.

Hosted in EU infrastructure

Production workloads run on European data centres with clear regional boundaries.

Hetzner hosting

Compute and storage deployed on Hetzner — predictable, operator-friendly infrastructure.

Secure-by-design support architecture

Retrieval, escalation, and session handling designed for auditability from the start.

Data processed within Europe

Customer and support data remain within EU infrastructure — no unnecessary cross-border routing.

Self-hosted retrieval systemsPrivacy-focused support systemsEU data residencyOperator-controlled deployments
Pipeline

How a support request moves through the system

Every step is logged. Retrieval sources are attached before any customer-facing reply.

Customer question

Chat, email, or embedded widget intake with session context.

step 1

AI intent detection

Classify troubleshooting, tracking, returns, or manual lookup.

step 2

Manual retrieval

Vector search over PDFs, SOPs, and indexed product documentation.

step 3

Grounded AI response

Answer cites source chunks — no unsupported product claims.

step 4

Escalation if needed

Human handoff with transcript, intent, and retrieved sources.

step 5
Platform

Operations console — not a marketing slide

Dashboard views for ticket queues, troubleshooting paths, manual retrieval, order lookup, and AI-generated suggestions with cited sources.

Support dashboard
queue: 7 open
TKT-2842

Mobile app pairing failed

Running device setup sequence from indexed manual.

widgetdevice-setup-guide
TKT-2841

Subscription billing discrepancy

RAG hit on billing SOP — awaiting customer confirm.

chatbilling-sop
TKT-2838

Return request — wrong item shipped

Escalated to human — policy exception review.

email
TKT-2835

Tracking ORD-8810

Order lookup returned in-transit status.

chatorders API
Troubleshooting workflow
  1. 01Detect product + symptom
  2. 02Match manual sections
  3. 03Propose steps + verify
  4. 04Close or escalate
order-lookup
› orders.get id=ORD-8810
status: in_transit · carrier: PostNord
response injected into chat session
Manual retrieval / RAG
billing-and-subscriptions.pdf0.94
device-setup-guide.pdf0.89
returns-policy-sop.pdf0.86
AI-generated support suggestions
TKT-2839

Ask customer to confirm billing period on latest invoice.

billing-sop.md §2

TKT-2837

Offer return label — order within 30-day window.

returns flow · policy SOP

Retrieval

Manual-grounded responses — core differentiator

Support agents answer from indexed documentation, not generic model knowledge. Every reply can trace back to a source chunk.

PDF manuals & SOPs

  • Product guides
  • Policy documents
  • Return procedures

Chunk & embed

  • Section-aware splitting
  • Metadata: product, locale
  • Re-index on publish

Vector search

  • Top-k retrieval
  • Score threshold filter
  • Source attribution

Grounded answer

  • Cited paragraphs only
  • No hallucinated specs
  • Logged for audit

Example query

"Customer cannot access account after password reset"

Grounded excerpt

Per account-access-sop.pdf §2.1: verify identity via registered email, send one-time link, then confirm login. If unresolved, escalate with ticket ID.

Use cases

Operational scenarios — not feature bullets

Typical flows for Nordic ecommerce support: billing, setup, orders, and returns.

troubleshoot

Account & access issues

Symptom → identity SOP → step-by-step recovery checks

Reduced repeat L1 tickets on login and access cases.

billing

Billing & subscriptions

Invoice question → billing SOP retrieval → cited policy response

Consistent answers aligned with documented pricing rules.

orders

Tracking requests

Order ID parsed → order API lookup → status in chat

Instant responses for in-transit and delivered states.

returns

Return handling

Return intent → policy SOP → label workflow or escalation

Exceptions flagged to agents with source attached.

rag

Manual lookup

Free-text question → vector search → cited answer with document path

Agents and customers see the same grounded source text.

technical

Connectivity & setup

Cross-doc retrieval across setup guides and troubleshooting

Fewer repeat contacts on device onboarding.

intent-router
› classify "app will not connect after update"
intent: device_setup · product: mobile-app
route → setup guide + connectivity docs
Screenshots

Live platform captures — slots ready

Replace placeholders with production screenshots from your deployment.

support-dashboardscreenshot slot
Insert live platform capture
Main queue view with intent tags, retrieval status, and agent load.
chat-widget-embedscreenshot slot
Insert live platform capture
Embedded customer chat with grounded replies and source expanders.
manual-retrieval-panelscreenshot slot
Insert live platform capture
Chunk preview, similarity scores, and re-index controls for admins.
order-lookup-flowscreenshot slot
Insert live platform capture
Order ID resolution and shipment status injection into conversation.
Infrastructure

AI support infrastructure you operate

Built for teams who need grounded automation, reduced repetitive load, and systems they can audit — not black-box chatbots.

  • →Private deployment options for EU data residency
  • →Audit logs for retrieval sources and agent actions
  • →Human escalation with full session export
  • →Re-index pipeline when manuals or SOPs change
Next.jsFastAPIPostgreSQLVector DBDockerHetznerOpenAI APIsn8n
Contact

Discuss your support operations stack

Share ticket volume, manual sources, and integration needs. We respond within one business day.

Operations review call

30-minute technical review: current support load, manual corpus, and deployment constraints (Hetzner / EU hosting).

Calendly integration

Embed your Calendly widget here

Open scheduling

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