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Automating the questions that repeat, routing the ones that do not

Every shop gets the same four questions at two in the morning: where is my order, can I return this, do you ship here, is this in stock. Those are worth automating, because the answer is already written down somewhere on the site. The rest are worth a person. This hub covers telling the two apart, what an automated answer needs attached to it to be trusted, and why a bot that hands a hard question to a human beats one that answers everything. DFYe declines below a confidence floor and passes the question on rather than guessing.

What this hub covers

  • Which questions are worth automating
  • Order status, returns and refunds
  • Routing what should reach a person
  • Measuring deflection honestly

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How to use AI for website customer support: what to automate first: a four by three grid of white tiles with thin grey borders and one filled brand-coloured tile
Guides

How to use AI for website customer support: what to automate first

Start with the four questions that arrive every week and whose answers are already written down. The order you automate in decides whether anybody trusts the result.

10 min read

Related topic hubs

Named across this hub: WooCommerce, Shopify, Zendesk, Intercom, Gorgias.

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