# Automate routine support

Resolve product, order, delivery, and policy questions automatically—around the clock.

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## BuyScout® support performance

- 68% Routine inquiries resolved automatically
- 41% Reduction in repetitive tickets entering the support queue
- 36% Reduction in time spent on FAQs and order-status questions

Source: BuyScout® analysis of active client deployments

## How does an AI Store Agent automate routine support?

BuyScout® automates routine support by combining product knowledge, policies, and live order context. BuyScout® can answer questions, share tracking and delivery updates, and complete routine order changes in the same conversation.

## The problem

Routine questions turn every order into more work

Every order can generate another preventable support task:

- "Change my delivery address"
- "Show today's tracking update"
- "Swap to the compatible model"
- "Change this order to blue"

Macros still require an agent to read and act. Hiring adds cost as order volume climbs.

BuyScout® reads the storefront automatically, combines it with live Shopify order data and optional BuyScout® Dashboard context, and resolves these requests before they become tickets.

2.4× Peak-week ticket volume compared with an average week

## How BuyScout® works

1. ### Answers from storefront content
   
   BuyScout® automatically reads product pages, policies, and FAQs, using optional BuyScout® Dashboard guidance when relevant.

2. ### Resolves order questions
   
   BuyScout® uses order data to share tracking and delivery estimates, then completes changes before shipment while the order is still editable.

3. ### Guides troubleshooting
   
   BuyScout® uses product instructions and optional BuyScout® Dashboard context to resolve setup and care questions after delivery.

## See BuyScout® resolve a routine request

**RidgeLight Table Lamp**  
**$84**  
**Shopper:**  
Change my RidgeLight order to 18 Pine St, Austin, TX 78701.

**BuyScout®:** Checking the order status and modification eligibility  
**BuyScout®:**  
Order #4182 hasn't shipped yet, so it is still editable. Change the shipping address from 81 Pine St, Austin, TX 78701 to 18 Pine St, Austin, TX 78701?

**Shopper:**  
Yes, confirm that address.

**BuyScout®:** Updating the shipping address and checking delivery timing  
**BuyScout®:**  
Updated. Order #4182 now ships to 18 Pine St, Austin, TX 78701, and the latest estimate remains Friday.

**Outcome**  
Address corrected before fulfillment—no support ticket.

## How BuyScout® starts helping

1. ### Connect  
   Install BuyScout®, connect Shopify, and activate the AI Store Agent. Core skills start working automatically.

2. ### Reads your store automatically  
   BuyScout® automatically reads product and store pages. Merchants can add store-specific context in BuyScout® Dashboard.

3. ### Optional customization  
   Optionally tailor support priorities and tone in BuyScout® Dashboard.

4. ### Optional testing  
   Merchants can test tracking, policy, and troubleshooting questions and optionally refine the relevant store page or BuyScout® Dashboard guidance.

## Before and after BuyScout®

| Shopper moment                                   | Before BuyScout®                          | With BuyScout®                        |
|-------------------------------------------------|------------------------------------------|-------------------------------------|
| Order status question                           | Shopper searches or joins the queue      | Gets order status and tracking       |
| Delivery or returns question                    | Shopper interprets a static policy       | Gets the policy in plain language    |
| Wrong detail on an unshipped order             | The request waits as fulfillment approaches | Gets corrected while the order is still editable |
| Setup or care question                          | Shopper searches manuals or joins the queue | Gets step-by-step guidance          |

## When this does not apply

- **Store data is unreliable.** BuyScout® identifies missing or conflicting product, policy, and order information instead of presenting an unsupported answer.
- **The case needs specialist judgment.** Cases involving fraud, legal issues, safety, disputes, or exceptions need trained staff.
- **The order has shipped.** Shipped or locked orders may require staff or carrier action.
- **Support volume is low.** Automation may not produce meaningful cost savings.

## Frequently asked questions

**Which support inquiries can BuyScout® automate?**  
BuyScout® can automate product FAQs, policy explanations, tracking updates, delivery questions, routine order edits, and guided troubleshooting.

**Can BuyScout® complete requests or only answer questions?**  
BuyScout® can share tracking, explain policies, guide troubleshooting, and update routine order details before the order ships, while it is still editable.

**Can BuyScout® support different languages?**  
BuyScout® automatically answers product, policy, and order questions in any language the shopper uses while keeping the underlying store information consistent.

**Where does BuyScout® get its support answers?**  
BuyScout® automatically reads product pages, policies, and FAQs, then combines them with live order data and optional BuyScout® Dashboard context when relevant.

**How is BuyScout® different from support macros?**  
BuyScout® understands natural-language requests and uses live store, cart, and order context to give each shopper a relevant response instead of a canned macro.

**Where and when can BuyScout® support shoppers?**  
BuyScout® supports shoppers around the clock on website chat, WhatsApp, Instagram, Messenger, TikTok, and SMS.