AI for retail and e-commerce product inquiries
An AI assistant that answers product questions from your own catalog and policies, hands off to your team when needed, and works where shoppers ask.
Overview
The same questions about sizes, specifications, shipping and returns can arrive across several channels throughout the day. An AI assistant can answer from your approved catalog and policies, while your team handles exceptions and decisions. The aim is a useful first response grounded in store information, with a clear hand-off when the answer needs a person.
ChuuniX starts with product inquiries as one defined workflow. We agree the information it can use and the actions it cannot take before connecting it to your store.
What the assistant handles
The assistant handles routine product and policy questions using the content you approve, in English, Filipino and Taglish. That can include product details, sizes, specifications, shipping and returns policy and store hours. Availability is included only if connected and approved; order status is available only where your system allows it.
We distinguish information from action. Explaining a published returns policy does not authorize a refund, and explaining a product specification does not justify guessing missing information. Define which questions the assistant can answer and which should become a request for staff review before the workflow launches.
| Assistant, within the agreed scope | Your team |
|---|---|
| Answer from approved catalog details and store policies | Resolve conflicting information and unusual product requests |
| Explain the published shipping or returns policy | Approve refunds, discounts and policy exceptions |
| Retrieve availability or order status where authorized | Confirm commitments or changes outside the approved read access |
| Collect context and prepare a hand-off | Handle complaints, money-related actions and final decisions |
What stays with your team
Refunds, discounts, complaints and unusual requests stay with your team. The assistant does not take money-related actions without human review. We define how it identifies those requests, what context it collects and where the hand-off goes, so the customer does not receive an invented approval.
Review also matters when the question appears routine but the information is incomplete. A special delivery request or unclear product variant should reach someone with authority to decide. The assistant’s role is to prepare that conversation, not to quietly broaden its permissions because a shopper asks confidently.
Accurate answers from your own content
Answers are grounded in the catalog, policies and FAQs you approve. When the available information does not support an answer, the workflow should hand off to a person rather than improvise. Grounding, evaluation and access limits reduce avoidable failure paths, but they do not promise zero errors.
The content needs an owner after launch. Product changes, outdated shipping details and conflicting policies can undermine an otherwise well-designed assistant. We agree how information is updated and test representative questions, including incomplete questions and cases where the correct response is to ask for clarification or involve staff.
Works with the tools you already use
We connect AI to the tools you already use, such as Messenger, Viber, website chat, Shopify, Google Workspace and CRMs. These are examples to discuss, not claims of proven integrations. A sheet of product data and an operational store system require different interfaces and permissions.
The first scope should identify the channel, source records and allowed operations. If you want stock or order-status information, we check what your system permits and what you approve. We do not assume a messaging connection gives the assistant permission to read every customer record or modify an order.
Customer data and safety
Client data is processed through ChuuniX’s managed AI service and its underlying model providers. The assistant’s access is limited to the agreed task. We discuss the information involved, the permitted connections and the points requiring human review before the workflow is connected to customer records.
An AI security review can examine hostile instructions, information access and tool permissions within an agreed scope. Product content and customer messages should not be treated as authority to bypass store controls. Grounded answers still need application-level boundaries and a clear route to your staff.
How we set it up
We start with one workflow: product inquiries. Bring representative past questions and the approved information a staff member would use to answer them. Use anonymized examples without unnecessary customer details. We agree the systems and review points before implementation. Timeline scoped per engagement, without a promised duration that ignores your store’s requirements.
- Define the inquiry scope, approved catalog and policies, languages and hand-off owner.
- Connect only the agreed information and channel, separating read access from money-related actions.
- Test with real past questions, unclear wording, missing product details and requests that need staff approval.
- Launch with review and an explicit hand-off for exceptions, rather than assuming correct answers without checking.
- Maintain the workflow through a retainer covering monitoring, catalog and policy updates, model changes and security updates.
Philippines and worldwide
We work mostly remotely with retail and e-commerce teams across the Philippines and worldwide. Metro Manila stores can request in-person meetings. The scope follows your actual inquiry workflow and information, rather than assuming that all stores use the same channels, catalog structure or approval process.
If you have several possible tasks, AI consulting can help choose the first one. For a defined implementation, explore AI integration services. Our AI chatbot cost guide explains published third-party figures and what affects a scoped quote. You can also return to AI consulting, development and security for the full ChuuniX offer.
FAQ
Can AI answer product questions for my online store?
Yes, within an agreed scope using your approved catalog, policies and FAQs. The assistant can handle routine product and policy questions, while staff handle exceptions and decisions. We define the information it can access, evaluate representative questions and establish a hand-off when the available content does not support an answer.
How do you stop it from making things up?
We ground answers in your catalog, policies and FAQs, limit access to the task and define when the assistant should hand off to a person. Testing includes missing and conflicting information. These measures help control behavior, but they do not eliminate incorrect output or justify a promise of zero errors.
Which channels does it work on?
We connect AI to the tools you already use, such as Messenger, Viber, website chat and Shopify. These are examples rather than a list of proven integrations. The engagement confirms which connection is feasible, the information available and how a customer reaches your team when a request needs review.
What happens when a shopper wants a refund, a discount or something unusual?
The request goes to your team with the context needed for review. The assistant does not take money-related actions without human review or invent a policy exception. We agree which requests need escalation and who receives them, including complaints and questions that cannot be answered from the approved source information.
Can it check stock or order status?
Only if your system allows the connection and you approve the access. This is possible work scoped per store, not a default capability of every assistant. We identify which records may be read and how customer identity and permissions are checked before including stock or order-status information in the workflow.
Does it answer in Filipino and Taglish?
Yes. The scope can cover English, Filipino and Taglish using the same approved product and policy information. We test representative questions in the agreed languages and define clarification and hand-off behavior. Language support does not mean the assistant may invent missing details or make decisions that belong to your staff.
How is customer data handled?
Customer data is processed through ChuuniX’s managed AI service and its underlying model providers, with access limited to the task. We agree the information and human review points before connecting the workflow. An AI security review can examine the application’s boundaries without promising that a system is free of risk.
What does it cost and how long does it take?
Cost and timeline are scoped per engagement after understanding the channel, source information, system connections and human review requirements. We do not publish invented figures or durations. The AI chatbot cost guide explains third-party published references and the factors to discuss when requesting a quotation for your store.
Who maintains it after launch?
Support is available on a retainer covering monitoring, catalog and policy updates, moving to new models and security updates. We agree the scope rather than implying unlimited changes. Your team should identify the owner of approved product information and policy decisions, while the engagement defines the ongoing technical support responsibilities.
Try your real questions.
Send us 20 real customer questions and we'll show how the assistant would answer them.
Use anonymized questions and approved information. Leave out passwords, payment details and private customer records. We'll agree what the demonstration covers before you send anything sensitive.
Send us 20 real customer questions