Home›FAQ›AI customer service agent

AI customer service agent

Questions about Swap CS Agent, customer support automation, supported channels, and conversational shopping.

5 articles

What is an AI customer service agent?

An AI customer service agent answers customer questions and takes action on them - like returns, tracking, and refunds - without a human. Swap CS Agent goes further and also lets the customer shop and buy in the same conversation.

Can it handle returns, refunds, and order changes?

Yes. Swap CS Agent completes returns, exchanges, refunds, order tracking, and order edits inside the conversation, rather than redirecting the customer to a form.

Can customers actually buy through the agent?

Yes. Shoppers search the catalog, ask size and fit questions, try on, add to cart, and check out inside the widget, in text or speech.

Which channels does it cover?

The website widget, WhatsApp, and email today, with phone, SMS, and TikTok on the roadmap, all managed from one Swap dashboard.

Is it just a chatbot?

No. A chatbot answers; Swap CS Agent resolves and sells - it takes the action and completes the task, and a human can take over any conversation with full context.

Back to all FAQ topics