Automate "where is my order?" tickets

The problem

Order-status questions ("WISMO") are often the single biggest ticket type for online brands, and they spike after every promotion or carrier delay. Each one is simple, but answering them by hand ties up your CX team and slows replies to customers with real problems.

How AI helps

An AI agent connected to your store and courier data reads the order, checks tracking and replies in your brand voice, or hands over to a human when the order is delayed, damaged or the customer is upset. Because it can take actions (edit an address, start a return), it resolves rather than just deflects.

How to roll it out

1. 1

   Export 3 months of tickets and tag the top 10 intents; WISMO, returns and address changes are usually most of the volume.

2. 2

   Write or refresh the policies the AI will rely on: delivery times by service, returns window, what counts as "lost".

3. 3

   Connect the helpdesk to Shopify (or your platform) and your courier tracking so the agent can see live order data.

4. 4

   Start with the AI drafting replies for agents to approve, then switch WISMO to fully automated once accuracy is consistently high.

5. 5

   Set hard escalation rules: VIP customers, negative sentiment, orders over a value threshold, anything mentioning allergies or safety.

6. 6

   Review automated conversations weekly and track resolution rate, CSAT and repeat contacts, not just deflection.

Rough cost

Entry points among these tools: cheapest flat monthly plan: Tidio at $24.17/month, highest entry plan Gorgias at $40/month; per-seat: Richpanel $69 per agent/month; annual: Yuma AI $14,400/year; usage-based: Siena AI $0.90 per automated ticket. Free plans: Tidio. Quote-only: DigitalGenius, Zowie.

Tool	Lowest published plan	Free plan
Gorgias	$40/month	No
Richpanel	$69 per agent/month	No
Yuma AI	$14,400/year	No
Siena AI	$0.90 per automated ticket	No
Tidio	$24.17/month	Yes
DigitalGenius	See pricing	–
Zowie	See pricing	–

Only prices published on vendor sites (checked 2026-10-20). Entry plans rarely cover full usage: AI features are often priced per resolution, credit or seat. Prices may display in USD outside the UK.