Customer service and order tracking
Where is my order, how do I return an item, which size should I pick: the agent answers from real order and catalogue data, on every channel, and hands over to an adviser for a dispute or a complaint.
Customer service, product pages, procurement, returns: Claude agents that absorb peaks in demand and content work, while staying transparent with your customers.
An AI agent for retail and e-commerce is a Claude agent that handles the high-volume work of a retailer or online store: answering customers, writing and translating product pages, tracking orders and returns, analysing suppliers. It tells customers they are talking to an AI and passes sensitive cases to a human adviser.
In retail, the agent speaks directly to the customer. What it says commits the brand, and four frameworks set the rules of the conversation.
Since 2 August 2026, Article 50 of the EU AI Act requires informing people that they are interacting with an AI system, unless this is obvious from the context. A customer service agent therefore introduces itself as one from the first message.
EU consumer law prohibits misleading commercial practices. A product page written by an agent commits the brand as if an employee had written it: specifications, environmental claims and price reduction announcements are checked before publication.
Personalising an answer or a recommendation from purchase history is personal data processing. It needs a legal basis, clear information for customers and a defined retention period, including for conversations with the agent.
The European Accessibility Act (Directive (EU) 2019/882) has applied to e-commerce services since 28 June 2025, micro-enterprises excepted. A conversational interface with an agent is part of the service: it has to be accessible, just like the checkout.
Where is my order, how do I return an item, which size should I pick: the agent answers from real order and catalogue data, on every channel, and hands over to an adviser for a dispute or a complaint.
Writing from supplier data, enriching attributes, adapting into several languages with the brand’s vocabulary: the agent produces, the content team reviews and publishes.
Bid analysis, delivery delay tracking, preparation of annual negotiations: the agent pulls scattered data together for the buyer.
The agent reads reviews and return reasons, surfaces recurring defects by product or supplier and prepares a summary for product and quality teams.
An explicit first message, the option to talk to a person, the brand’s tone of voice: transparency is part of the customer experience, and the EU AI Act requires it whenever it would not be obvious to the customer.
Product pages, standard answers, promotional content: at launch, a person approves before publication. The reviewed share then shrinks category by category as quality is measured.
Refunds, goodwill gestures, order changes: the agent applies written rules and escalates beyond a threshold you set. It does not negotiate on its own.
We start from your processes and your regulatory constraints to find the first agent worth building, and the framework that goes with it.