AI customer assistant for retail and e-commerce: order status and pickup answered from your own systems
How a retailer configures Kav: order status, branch pickup and problem reports answered from its order and inventory systems, plus a worksheet for your numbers.
"Where's my order?" is the most predictable question in retail, and "is it in stock near me?" is close behind. Both live in systems the shop already runs. The cost is in the human relay between the customer and those systems.
A depiction, not a customer. No retailer is named here. The examples are the platform's own illustrations, marked example data on the home page.
What a shopper asks, and what Kav answers
- "Where's my order?" The shopper signs in with the account they already have. Identity is federated to your own login, and Kav never holds a password or takes an account number out of the chat. The order card then comes from your order system, with Track and Report a problem beside it (sign in with the account you already have).
- "Where can I pick up my order?" One card per branch that carries the item. Past four results the widget turns the list into a swipeable rail, with no auto-advance and no timer. Reserve at a branch and Ship instead sit beside it (when a list is too long for a card).
- A problem with an order. Report a problem passes the conversation to a person with the order already attached (what a human agent inherits).
Where the money moves
The bold rows are the levers a retailer leans on most.
| Lever | What Kav does here | What you measure |
|---|---|---|
| Fewer repeat contacts | Order status and pickup availability are answered from the order and inventory systems. | "Where is my order" contacts per 100 orders. |
| Faster when a person steps in | Report a problem reaches an agent with the order already attached. | Handling time on order-problem contacts. |
| Out of hours, every channel | Evenings and weekends are peak shopping hours; the assistant answers when the service desk does not. | Contacts and abandoned sessions outside service hours. |
| Fewer errors and rework | Stock and status come from the inventory and order systems, not from a paragraph the model wrote. | Wrong-stock promises, and the refunds they cause. |
| Revenue kept or captured | Reserve at a branch or Ship instead is offered in the same reply as "not at your nearest branch". | Reservations and ship-instead orders started from a chat, and the sales you lost before when the item was elsewhere. |
Work out your own number
- Tag order-status and availability contacts for four weeks.
- Cost per contact = service hours × loaded hourly cost ÷ contacts handled.
- Value = lookups answered without a person × cost per contact. Track reservations and ship-instead orders from the chat separately: they are revenue, not saving.
Work out your break-even from the published prices, or talk to us about connecting your order and inventory systems.