7 Ways AI Support Agent Transforms
E-commerce Customer Service in 2025

What is an AI Support Agent?

AI support agent is a digital AI assistant that can help you automate and improve customer service in your business. They use technologies like Natural Language Processing and Machine Learning to understand your customers' intent and instantly give them accurate responses.

Earlier, we had traditional chatbots that followed predefined scripts for customer support. However, these chatbots could only answer a set of questions and lacked the much-needed flexibility.

Later on, with the introduction of Gen AI chatbots, e-commerce businesses are now able to give their customers more relevant answers to any question they ask. AI support agents take it to the next level. They can interact with your customers, recommend the right products, and even automate support ticket generation. They only escalate complex issues to human agents while improving operational efficiency and customer satisfaction.

What Does an AI Support Agent do?

Does your e-commerce company need the help of an AI customer support agent? If you are also thinking of that, here is how you can benefit.

• More Efficiency : The AI support agents can handle common customer issues. They always give customers more accurate answers and guide them to the right product. Also, when they come across an issue that needs offline handling, they transfer it to a human agent. This improves the efficiency of your AI customer service system.
• High Productivity : With AI, you can get work done faster, leading to higher productivity. Your human agents will also get more time to invest in issues that are more complex as your AI customer service agent handles routine tasks.
• Cost Savings :You might think that implementing AI support agents comes with a considerable investment. But, it also eliminates the need for a large customer support team, reducing operational costs.
• Faster Response Times :With AI customer service agents integrated to your support team, you can instantly answer FAQs and resolve common issues. Also, when an AI agent

7 Ways AI Support Agents Enhance E-commerce Support

1. Instant Responses to Inquiries

It is essential to give your customers instant replies to their concerns, as 83 per cent of consumers tend to stay loyal to a company that offers responsive customer support. You can integrate AI agents into your customer service to provide your customer's response 24/7.

These agents can help your customers with product discovery and compare relevant products to help them make a choice. They can also help customers with post-purchase services like tracking orders and answering refund policies. You can ensure no frustrations or delays in your customer support.

Here is an example.

Most customers of fashion e-commerce companies abandon their carts when their questions about discounts, sizing, and return policies are unanswered. However, an AI customer service agent can instantly answer all their concerns. They can also give them discount quotes and assistance with tracking orders effortlessly.

2. Recommendation Systems

We already discussed that AI support agents can offer your customers personalised recommendations. But how do they do that?

They can analyse your customer’s browsing history and purchase behaviour. Also, they can identify patterns and predict what your customer is more likely to buy next. This helps them to offer personalised suggestions for relevant products, improving sales and customer satisfaction.

Here is an example.

A customer of an online beauty store adds a moisturizer to their cart. Then, the AI agent can give them recommendations for a matching cleanser and serum. It can also give customers a customised discount on the complete set, encouraging them to buy complementary skin care products as well.

3. Self-Service Solutions

AI-powered agents allow you to let your customers find answers themselves without waiting for a human support agent.

• Resolve issues : The AI customer service agents guide your customers to FAQ and knowledge centres, letting them resolve issues on their own.
• Less workload : Since customers find solutions to their issues by themselves, the workload on the customer support team is reduced effectively.

Here is an example

A customer orders a smartwatch from an e-commerce shop but enters the wrong shipping address. Then, the AI agent can guide him to a help centre article about updating the shipping address. The customer can follow the step-by-step instructions and correct his details within minutes.

4. Natural Language Processing (NLP)

Natural Language Processing helps AI customer support agents understand and interpret your customers' actions. It also empowers them to speak to your customers like a human agent.

• Understand human emotions : AI support agents can grasp the content and intent of customer interactions and their emotions in messages. This lets them give your customers more natural and personalised customer support.
• Continuous improvement : The AI support agents continuously learn from their interactions, improving customer satisfaction and delivering efficient communication.

Here is an example

A customer is unhappy with a product he had purchased, and the duration of return of the product has expired. The AI agent can detect the customer’s emotions and understand that he is furious. Therefore, it escalates the conversation with a human agent, sensing that it is much required.

5. Automated Ticket Generation

The support agent can interact with your customers and solve their issues 24/7. But once they encounter and issue that requires offline handling, it raises a support ticket automatically.

• Builds customer satisfaction : By automatically raising a support ticket, AI agents ensure that all customer issues are solved in time, improving customer satisfaction.
• Reduces response times : Since the AI support agent takes care of routine tasks, the human agents have fewer tasks to take care of, which eventually reduces response and resolution times.

Here is an example

If a customer receives a wrong item delivered and contacts customer support through chat, an AI agent instantly raises a support ticket. Also, the AI gives the customer a deadline for resolving the issue.

6. Sentiment Analysis

The AI agents can analyse your customers' sentiments effortlessly by detecting the emotions in their messages. Based on this sentiment, the AI agent automatically adjusts the responses.

Also, the AI escalates a conversation to a human agent when it comes across a negative sentiment. For neutral and positive feelings, it can provide faster resolutions and even upsell products.

Here is an example

Consider a customer who has been waiting for weeks for his order and contacts customer support. His message might contain words like angry and unacceptable, which signals his frustration and alerts a human agent to step in if needed.

7. Predictive Analytics

Predictive analytics helps AI agents predict customer needs by analysing past customer behaviours and purchase history. This allows them to understand what a customer might need before they even ask.

• Offers and reminders : With AI agents, you will not just react to customer actions. They can predict their needs and reach out to your customers with relevant offers and reminders.
• Repeat purchases : If AI predicts that a customer is more likely to become inactive, it tries to reengage them with limited-time offers and frequently bought items.

If a customer subscribes to a product that will be delivered every 3 months, the AI agent reminds them of it a week before the subscription expires. If the customer does not respond, it gives them a discount for immediate renewal.

Automate and Grow With TechMonk’s AI Support Agents in Action

TechMonk is a first-of-its-kind agent-as-a-service platform powered by full-stack customer engagement tools for e-commerce and is highly affordable. It brings together all the necessary tools along with an incredible agentic platform. Here is how you can benefit from Tech Monk's AI agentic platform for e-commerce.

• Answer Customer Queries : TechMonk's AI support agents keep themselves updated with all your customer and business data and give relevant answers to your customers 24/7.
• Automated Ticket Generation : TechMonk's AI sales agent can instantly understand issues that require offline handling, for which it automatically raises a support ticket. Moreover, it gives your customers an expected timeline for resolving the problem to improve customer satisfaction for e-commerce.
• Sentiment Analysis :TechMonk's AI agents can understand your customers' sentiments. So, when it faces an issue that needs to be escalated, a human agent does so, ensuring all customer issues are resolved in time.
• Agent Builder :Building and deploying support agents with TechMonk requires no technical expertise. You can answer a few questions during the setup to customise the AI support agent to meet your interests.
• Agentic Workflows :TechMonk lets you assign AI agents specific roles throughout the customer journey and in your campaigns.

Here is how AI customer service software has transformed e-commerce businesses.