Shyna
Kovil AI Assistant
AI assistant. Verify important details with the Kovil AI team.
Automate customer support with agents that have read/write API access to order tracking, address correction, and return authorization — while risky or emotional tickets escalate straight to a human.
Use Cases
Resolve e-commerce support tickets autonomously with direct API integrations.
Resolves the highest-volume support query — "where is my order" — autonomously by querying Shopify order and carrier tracking data directly, providing accurate delivery estimates without a human touching the ticket.
Applies your returns policy automatically — checking eligibility by item, category, and purchase date — generating labels and processing refunds to the original payment method without manual review for standard cases.
Updates shipping addresses or delivery instructions when a shipment hasn't yet been processed by the carrier, logging every modification for audit purposes rather than requiring a manual support handoff.
Reads support tickets across email, SMS, WhatsApp, and live chat, drafts replies grounded in real order data, and updates ticket labels and status across Gorgias or Zendesk automatically.
Detects frustrated sentiment, chargeback threats, or legal language in incoming tickets and routes them instantly to a human manager in Slack, rather than letting a bot attempt to de-escalate a high-risk case.
In Practice
A real deployment, walked step by step — from live order grounding to a multi-agent triage handoff to the risk screen that keeps every risky ticket in human hands.
Kovil AI deployed an order-tracking agent grounded in live Shopify and carrier data, resolving the highest-volume query autonomously and freeing the human team for the tickets that actually needed judgment.
Instead of scripted responses, the agent pulls real order status, shipping data, and account history before drafting any reply, so every answer reflects what's actually happening with that order.
The Tracking Agent resolves status queries, the Returns Agent processes eligible refunds within policy, and the Escalation Agent screens every ticket for risk — routing anything flagged straight to a human.
Sentiment and chargeback-threat detection routes any high-risk ticket instantly to a human manager in Slack, and refund actions stay capped at a configurable dollar threshold no matter what.
The support team now spends its time on genuinely complex or sensitive cases, while routine tickets resolve in under 30 seconds around the clock.
How It Works
Incoming messages across every channel are normalized and routed to the agent for initial triage.
The agent pulls live order, shipping, and account data from Shopify before drafting any response.
Standard cases resolve autonomously within policy; high-risk or ambiguous cases route to Slack for human review.
Every resolution and escalation is logged, giving your team visibility into automation performance over time.
Safety & Access Controls
Model permissions are limited so agents only run validated commands — for example, initiating a return without ever writing a payment refund directly.
Tickets involving custom refunds above threshold, chargeback threats, or angry sentiment are routed instantly to human managers in Slack.
Brand voice guidelines are enforced across every channel, so automated replies read consistently whether they arrive by email or WhatsApp.
Every autonomous action — refund, address change, label generation — is logged with the reasoning behind the decision.
Compatibility
Chatbot vs. Support Agent
| Capability | Scripted Chatbot | Kovil AI Support Agent |
|---|---|---|
| Order status queries | Static chatbot with scripted responses | Live order/carrier data lookup, real answers |
| Returns processing | Manual review for every request | Auto-approved within policy, escalates the rest |
| Channel coverage | Siloed per channel, inconsistent tone | Unified triage across email, SMS, WhatsApp, chat |
| Risk detection | No sentiment or chargeback awareness | Real-time detection with instant Slack escalation |
| Response time | Business-hours only, queue delays | 24/7 coverage, sub-30-second first response |
FAQ
Answers regarding safety boundaries and helpdesk triggers.
Launch customized order tracking and returns agents with a 2-week risk-free trial.