[AI shopping & agentic commerce]() / [Use cases]() / [Service handoff]() [How it works]() [What you get]() [Scope]() [Start a review]() [AI shopping & agentic commerce]()[Orders that complete]() # Hand AI-sold orders to service with the context. When an AI-sold order needs a person, service sees what the shopper asked, what the assistant promised and where the order is. [Start with an AI shopping review]() [How it works]() Handoff · ORD-8512 From the Fernway assistant Wants a washable jacket by Friday. Confirmed Mostly dry, under $200, here by Friday Considered Navy M, Sand M, Waxed M Bought Navy M and a Care Kit, $196 Promised Arrives Thursday Open Asks whether it runs true to size What the agent sees when the shopper writes in: no re-asking, and the promise in plain view. ## Sound familiar? - A customer writes in about an order they placed through an assistant, and the helpdesk has never heard of it. - The shopper has to explain the whole conversation again. - The assistant promised Thursday, and service has no idea. The customer remembers the promise, not the channel. If service can’t see it, you either break it or pay to fix it. ## What changes. ShowTodayWith the engine Context Lost at the assistant The question, confirmed needs and items considered travel with the handoff The promise Not stored anywhere The delivery date and claims shown are kept on the order Status Answered from three tabs Answered from the order record Actions Assumed to be possible Only the service actions the route permits ## How it works. 5 steps, 4 stages. - AI**2** - Rules and automation**2** - Your team**1** - Approval 1. 1 Capture 1. Rules and automation ### Keep the promise on the order The delivery date, the price shown and the key claims are stored with the order and its source conversation. - Shopify 2. 2 Hand off 1. AI ### Write the handoff note Summarizes the question, the constraints the shopper confirmed, the items considered and what’s still open. - Gorgias 2. Rules and automation ### Route to the right queue Order, product and delivery questions reach the right team with the note attached. 3. 3 Answer 1. Your team Approval ### Answer and act Your agent sees the record and takes only the actions your policy and the route allow. 4. 4 Learn 1. AI ### Find what to fix Groups repeat contacts about AI-sold orders by cause, like a missing delivery date or a claim the assistant made. Repeat contacts become fixes ## What you get. Real work, every week. Where’s my jacket? Order ORD-8512 shipped this morning and is due Thursday, the date you were given when you ordered. From the order record · promise kept from the assistant conversation The answer comes from the order record, so it matches what the assistant said. ## How you’ll know it’s working. 1. Handoffs that needed no re-asking The agent could act without asking the shopper to start over. 2. Service contacts per AI-sold order Compared with orders placed on your own site. 3. Time to a first useful reply From the shopper’s message to an answer that uses the context. Baselines agreed before we build. ## Works with what you have. Support - Gorgias Commerce - Shopify Fulfillment - ShipBob Search & AI - ChatGPT We configure first Your helpdesk’s own handoff and Shopify’s order data cover most of it. We check which service actions the route actually lets you take before designing anything. We build when AI-sold orders reach service through more than one route, and the context arrives as a bare order number. ## What a first build includes. Built in your accounts, around your team. Scope, fee and baseline agreed before we start. 1. 1 Design 2. 2 Build 3. 3 Run it, or hand it over [Start with a review]() [Scope this build]() ### We build - A handoff note for every escalated conversation - The delivery promise stored on the order - Routing and queues in your helpdesk - A weekly list of repeat contacts and their causes ### We start from - Assistant conversation logs - Order and fulfillment data - Helpdesk access and macros ### From your team Owner CX lead, with ecommerce Involves - Customer service - Ecommerce - Operations ## Questions teams ask. Can service cancel or refund an order placed through an assistant? It depends on the route. Some let you watch fulfillment, refunds and exchanges without letting you start every service action. We map what’s allowed first and design the handoff around it. Do we need a new helpdesk? No. We work in the helpdesk you have, and keep the conversation, the order and the promise in front of the agent. Who owns it once it’s running? You do. It’s built in your accounts, documented, with training for the people who run it. Ownership usually sits with your CX lead, with ecommerce. We can keep running it with you, or step back. How do we start? Usually with an AI shopping review: two to four weeks, a fixed fee credited to the build, and a plan that’s yours. If the job is already clear, we can scope the build directly. ## Part of your AI shopping engine. One of 13 use cases, in 5 parts. [See the whole AI shopping engine]() 1. [Found & right **3**]() 2. [Help choosing **3**]() 3. [Orders that complete **3**]() 4. [Buying on account **1**]() 5. [Proof & route **3**]() In orders that complete - [**Checkout routes**Keep AI-referred sales whole, from answer to order]() - [**Order reconciliation**Reconcile AI-placed orders from payment to fulfillment]() - **Service handoff**You’re here Works with - [**Order status**Resolve “where is my order” with a status customers can trust]() See it at work - [**Also in**Customer service & support]() ## Never make them explain it twice. Start with an AI shopping review. [Start with an AI shopping review]() [**Talk it through first**15 minutes]() We reply within one business day. --- Source: [https://www.thekeating.co/use-cases/ai-service-handoff/]() [Contact Keating & Co](mailto:nelson@thekeating.co) · [Agent guidance](https://www.thekeating.co/llms.txt)