We build AI for D2C brands and retailers who sell on their own site, on marketplaces and on WhatsApp. Support that knows the order, confirmation calls before dispatch, and reconciliation your finance team can trust.
“Where is my order?” Most support volume is the same handful of questions: order status, delivery date, size exchange, refund status. Customers ask on WhatsApp, Instagram and email, often in Hinglish, often at 11 at night.
Unconfirmed COD orders get shipped, refused at the door and sent back. Every return-to-origin costs forward freight, reverse freight and stock that sits in transit.
Return reasons arrive as free text and photos. Someone reads each one, checks the policy, and decides on refund, exchange or rejection.
Settlements from each marketplace, payment gateway reports, TCS credits, commission invoices and GST returns rarely match without a week of spreadsheet work at month end.
“Which SKUs had the highest return rate in the South last month?” The data exists across Shopify, the marketplace panels, the OMS and Tally. Getting the answer takes an analyst two days.
This section is guidance, not legal advice. Confirm the specifics with your CA and counsel.
Customer names, phone numbers and addresses are personal data. We collect what the use case needs, set retention limits and make it easy to honour deletion requests. Marketing messages need consent that is separate from service messages.
Refund, return and grievance timelines in your policy must match what the agent says. The agent quotes your policy, it does not invent one.
Template approval, opt-in and session-window rules shape what an agent can send and when. We design within them.
Reconciliation agents prepare and flag. Your finance team and CA approve what is filed.
What this means in practice: customers are told they are talking to an automated assistant, a person is always one message away, and nothing is filed or refunded without the approval rules you set.
A workflow agent matches marketplace settlements, gateway reports and invoices each week, and gives the finance team a short exceptions list instead of a month-end scramble. The match rate and time targets are agreed in writing before the build.
This is an example of what a project looks like. It is not a client or a result.
No. We connect to what you run: WhatsApp Business API through your provider, Shopify or your own store, your OMS, Freshdesk, Zoho Desk or similar.
It can check eligibility against your policy and prepare the refund. Whether it executes refunds, and up to what value, is a rule you set. Most brands start with approval by a person.
We load-test before go-live and agree cost limits so a spike in volume does not become a spike in your model bill.
Yes. We test Hinglish and Hindi in Roman and Devanagari script in the evaluation set, because that is how many customers write.
A Customer Support Agents engagement usually runs 6 to 12 weeks from discovery to go-live. Reconciliation work is often shorter. See Pricing.
Thirty minutes with a founder. A one-page note within three working days.
