Optimizing for speed: getting faster response times out of your AI chatbot
Learn how to reduce AI chatbot response time by improving chat UX, model inference, tool execution, caching, streaming, and provider reliability.
Read more →How to connect an AI customer support agent to your fulfillment system
Learn how to connect an AI customer support agent to Shopify, your OMS, and your fulfillment provider to safely automate cancellations and order changes.
Read more →GPT-5.6 for customer support: how does it perform, and at what cost?
We tested GPT-5.6 Luna, GPT-5 Mini, and GPT-4o Mini on the same customer support case. Compare response quality, token costs, and practical trade-offs.
Read more →Why Shopify support automation needs more than chat
Shopify support automation should handle order edits, address changes, returns, exchanges, subscriptions, warranty claims, and delivery issues, not just answer FAQs.
Read more →How to automate returns without losing policy control
Returns automation works best when eligibility, labels, refunds, evidence collection, and approvals are mapped around the way your business actually operates.
Read more →AI chatbot vs. automation layer: what's the difference?
A chatbot can answer questions. A support automation layer can inspect orders, apply policies, perform actions, request approvals, and hand off with context.
Read more →What your business should (and shouldn't) automate with AI
It seems like everyone out there is trying to do something with AI nowadays, almost to the extent where seemingly any problem your business has can be solved by some sort of AI-enabled solution. This begs the question: which of these things should you be solving with AI, and which is it particularly well suited to?
Read more →Reviewing AI Support Bots: CB2
CB2's Gladly-powered support bot handles order tracking and simple product recommendations, but it falls short in several key areas.
Read more →Reviewing AI Support Bots: GoodBuy Gear
GoodBuy Gear is a Shopify store that uses Intercom for support, and they have Intercom's Fin AI agent enabled in their support chat. The AI was able to answer basic FAQ-type questions and redirect out to external pages, but didn't have direct access to resolve a number of common inquiries.
Read more →Reviewing AI Support Bots: Sonos
Sonos offers an AI support bot powered by Sierra. The overall experience is decent: it's fast, seems to have access to a large knowledge base repository, and it's clear what it can help with and what it can't. There's definitely room for improvement when it comes to end-to-end issue resolution agent handoff.
Read more →How we use reasoning filters to deliver smarter product recommendations
Simple searches aren't enough for smart product recommendations. We use reasoning filters and customer context to show shoppers exactly what they're looking for.
Read more →What makes so many AI chatbots so bad?
The most effective AI chatbots are those armed with the tools to resolve customer queries, not just spew FAQs
Read more →Should I offer live chat on my site?
It's all the rage nowadays to offer customer support via live chat, but it comes at a cost.
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