Customer service by email and chat: an AI assistant for your online shop

Who it’s for

Online shops where customers keep writing about the same things: where’s my parcel, when will you send my order, how do I return or exchange something, how do I change the delivery address. Most of these messages come by email, and after a sale or before the holidays the inbox fills faster than your team can reply. Your team answers the same questions instead of dealing with complaints, and weekend messages wait until Monday.

If you get a few messages a day and each one is different, the assistant won’t help much. Start by making the delivery and returns information on your site clearer.

What the role covers

• Answers to repeat questions, based on your terms, FAQ and returns policy.
• Order and shipment status, if the assistant has access to your shop and your courier.
• Logging a return or a request and collecting the details your form asks for.
• A summary of every matter it passes to your team.

What the assistant doesn’t do

• It doesn’t decide on complaints or promise refunds outside your rules.
• It doesn’t give discounts or change the terms of an order.
• It doesn’t send offers or promotions.
• It doesn’t give legal advice, for example on faulty goods. Your returns policy and consumer law in your country set the rules. The assistant only repeats what you’ve written down.

When it hands over to a person

For a complaint, a dispute, an upset customer, a question outside the knowledge base, and always when the customer asks for a person. Your team gets the matter with a summary and the conversation history.

Oversight by a MEZA specialist

In a package of 3, 6 or 10 hours a month, a MEZA specialist reviews conversations where the assistant handed the matter over or the customer wasn’t happy, and fills in the knowledge base. They work remotely and follow our procedures. Once a month you get a report: recurring topics, matters closed without your team and changes to the scripts.

It’s a service, not employment. You ask for changes to the role through one agreed channel.

How we start

1. You fill in the form. We send a free quote within 24 hours.
2. Free Concept: sample answers to typical questions about orders, deliveries and returns.
3. We gather the most common questions from recent weeks and write down how to answer them.
4. We connect your inbox, chat or helpdesk and, where possible, your shop and courier as well.
5. A pilot on real messages. After it you decide whether to carry on.

Only need a chat on your website, without an ongoing role? See how we add an AI chatbot to your site.

Rules and data

As of 23 October 2026. The assistant tells customers it’s your company’s AI assistant, as Article 50 of the AI Act requires in the EU. We apply the same rule in the UK. We process customer data under a data processing agreement. The AI model runs on your own account with the provider, and you pay for it directly. The assistant only replies about matters the customer started.

Tell us roughly how many messages you get and where you answer customers today. You’ll get a free quote within 24 hours, including weekends and public holidays.