How is ai being used in ecommerce returns?

AI is typically used to reduce support workload and speed up resolutions—for example, by automatically answering “where is my return / refund?” questions, routing returns based on rules, and surfacing insights from returns data. With Swap Returns, teams can also use the Gorgias AI Agent integration to pull live Swap return data and auto‑reply to customers about return status, courier, tracking, and refund progress (read‑only).