Customer service
Customer emails sorted and drafted
Emails about orders, deliveries, returns and complaints are sorted by topic, the order number and product are pulled out, and a draft reply with the order data is ready for your team.
Industries · E-Commerce
AI for e-commerce companies in customer service, product data and operations
theBlue.ai builds custom AI systems that sort customer emails, handle questions about orders and returns, prepare product data and route internal tickets. Each system connects to the shop, ERP and ticketing you already run, such as SAP or your own applications, on-premise, in the cloud or hybrid.
AI in e-commerce: customer requests, returns and product data
AI in e-commerce reads customer messages and order documents and recognises the intent: a delivery question, a change, a return or a complaint. It also evaluates product data and descriptions.
In customer service and operations this supports handling enquiries, preparing returns and maintaining product data. Results go to the shop system, the ERP or the helpdesk.
The gain: requests arrive pre-sorted and answered, returns move faster and product data stays consistent. Goodwill, refunds and complaints remain a decision for staff.
Some of the organisations we have built for
What AI takes over
Nine processes AI takes over in e-commerce
In online retail, much of the manual work sits in the service inbox, returns, order intake, product data, search and internal operations.
Customer service
Chat and voice assistants for shoppers
Questions about order status, delivery, returns and products are answered by chat or voice at any hour, and the conversation passes to an agent with its context when a person is needed.
Returns
Returns and exchanges prepared
Return and exchange requests from emails and forms are checked against the order, the reason is recorded, and each case is ready for approval with the next step.
Order intake
Orders from emails and PDFs
B2B orders, supplier confirmations and delivery notes that arrive as emails or PDFs are read and entered into your ERP, and only unclear positions go to a person.
Product data
Product descriptions and attributes
Supplier data sheets and spreadsheets become complete product attributes and descriptions in your brand voice and your shop languages, ready for review in the PIM.
Search
Product search in plain language
Shoppers describe what they need in their own words and the search finds matching products from your catalogue, including attributes that are only in the product text.
Customer insight
Reviews and return reasons analysed
Reviews, return reasons, service emails and social media posts show which products cause recurring problems and how customers talk about a new collection.
IT and operations
Internal tickets assigned
Tickets for the shop, ERP and SAP are classified by system and component, and each one goes to the colleague with the right skills, availability and workload.
Management
Sales and stock figures on demand
Category managers ask for sales, stock and campaign figures in plain language, by text or voice, and the answer comes straight from SAP, the data warehouse or your own reporting.
How it works
From a customer email to a prepared exchange
From: customer, via contact form
Subject: Wrong size New email
Subject: Wrong size New email
Hi, order 40718 arrived yesterday, but the rain jacket is size M instead of L.
Can I swap it? I need it before Saturday.
Exchange · draft
Order
40718, found in the shop✓
Request
Exchange, M for L✓
Size L
In stock✓
Deadline
Before Saturday, check shipping
Sent to the returns team · draft reply ready
Illustrative example with invented data.
Built for e-commerce
What AI in an e-commerce company has to handle
Seasonal peaks, several markets at once and data spread across shop, ERP and service tools.
Built for peak season
The system scales with the volume of orders, emails and returns and keeps working during sales campaigns and the holiday season.
Connected to your systems
Shop system, ERP such as SAP, PIM, ticketing and your own applications, on-premise, in the cloud or hybrid.
Several markets and languages
Customer emails, product texts and search in the languages of your shops, in the tone your customers know.
A person where it matters
The system sorts and routes. Refunds, complaints, goodwill and every decision stay with your team.
How to start
Start with one process and the data behind it
A service inbox, a returns process or a product catalogue: the work your team does by hand today, and the data it runs on. We check early whether the data carries the use case and where it may be processed.
Describe your process
Tell us where the manual work sits and which data it involves. We come back within one business day with an initial assessment and a proposal for a 30-minute scoping call.
Describe your processStart with the process analysis
Workflows mapped, your data sources and requirements checked, and an architecture proposed with scope, timeline and cost. A standalone engagement with no commitment to proceed.
See the AI Discovery WorkshopFAQ
Questions about AI in e-commerce
In e-commerce, AI takes over work that service and operations teams otherwise do by hand: customer emails and chats in customer service, return and exchange requests, B2B orders and supplier documents in order intake, product descriptions and attributes in product data, plain-language product search in the shop, and internal tickets and figures in operations. The AI system prepares the result, and people decide on refunds, complaints and exceptions.
An AI system can sort each email by topic, pull out the order number and product, look up the order in your shop or ERP and draft a reply. Simple, recurring cases such as order status can be answered directly. Refunds, complaints and anything unclear go to your team with the draft and the context already in place.
Yes. A language model turns supplier data sheets, spreadsheets and PDFs into structured product attributes and descriptions in your brand voice and in the languages of your shops. Your product team reviews the result in the PIM before it goes live.
Yes. theBlue.ai builds systems into the infrastructure you already run: shop system, ERP such as SAP, PIM, ticketing, data warehouses or your own applications. The system runs on-premise, in the cloud or hybrid, depending on where your data may be processed.
Yes. Emails, product texts and search can be handled in the languages of your shops. theBlue.ai’s systems in production work in German, English and Polish, and one reads texts in French, Italian and Spanish as well.
With one process, such as order status emails or product descriptions for one category, and the data behind it. The process analysis has a fixed price from €3k and ends with an architecture proposal that states scope, timeline and cost, including where the data may be processed. The build is priced in milestones, and first working components typically arrive six to eight weeks in.
Tell us which process is costing you the most
Describe the process and we’ll come back within one business day with an initial assessment and a proposal for a 30-minute scoping call.
- Phase 1 is a standalone engagement, with no commitment to proceed further.
- Senior engineers from day one. No account managers, no handoffs.
- We integrate, never replace. Your systems stay exactly as they are.