Human support agents
Trained agents who learn your products, your tone and your rules, with a team lead.
- People customers trust
- Your rules, every time
- Visible work
AI + humansCustomer support for e-commerce brands
Customer support, reimagined with AI + humans.
Give your customers faster answers with intelligent AI and professional human support. AI Active Support manages conversations, orders, returns and customer relationships while you focus on growing your business.
- AI-powered customer support
- Trained human support agents
- Built for e-commerce
- Flexible monthly service
What AI Active Support connects to and handles today
Connected natively
- Shopify order contextNative · read-only
- Website chatNative
- Email supportNative · any provider
Built into the service
- AI-assisted responsesWithin your rules
- Human escalationTrained agents
- Quality monitoringScored conversations
WhatsApp, Instagram, Messenger and phone conversations are logged by agents in the same inbox, so every customer keeps one history.
The problem
Customer support shouldn’t slow your business growth.
As a store grows, support grows faster. AI Active Support takes the volume off your plate without lowering the quality your customers expect.
Without a support partner
- The same questions, over and over
- Customers waiting for answers
- Support costs growing with every sale
- “Where is my order?” all day long
- Returns and refund requests piling up
- A customer experience that varies by who answers
- Hiring and training can’t keep up with peaks
Result: slower replies, tired teams, lost repeat customers.
With AI Active Support
- AI handles approved repetitive requestsOnly the topics you allow, only from your store data and policies.
- Real agents handle complex situationsRefunds, complaints and anything sensitive always go to a person.
- Customer information stays organizedChat and email in one inbox, with the order beside every conversation.
- Support quality is monitoredConversations are reviewed and scored for accuracy, policy and tone.
- You see everythingEvery conversation, AI decision and quality score in your portal.
Services
Everything you need to deliver exceptional customer support.
Pick one service or all of them. Each one is handled by the AI where it is safe and by a trained agent where it matters.
- AI + agent, one conversation
Live chat support
A chat on your store, answered by the AI for routine questions and by agents for the rest.
- Answered where it is asked
- One history per customer
- You set the boundary
- Classified on arrival
Email support
Forward your support address; every email is sorted, drafted and answered in your brand’s name.
- Consistent answers
- Nothing falls through
- Reasons, not just volume
- Verified order data
Order & delivery support
Order status, tracking and delays answered from your real Shopify orders.
- Answers based on data
- Delivery problems seen early
- Your admin stays yours
- Human-controlled
Returns, exchanges & refunds
Agents handle refunds within the limits you set; above them, your approver decides.
- Consistent decisions
- Control over money
- Trends you can act on
Customer-support outsourcing
The team, the AI and the portal in one contract, billed per resolved conversation.
- Predictable cost
- Control without the staffing
- Your data stays yours
- Autopilot or Copilot
AI customer support
The AI answers allowed routine topics from your data, drafts the rest and shows its sources.
- Safe by default
- Explainable
- Costs you can see
- Weekly insights
Quality assurance & reporting
Every reply scored for accuracy, policy, tone and resolution, and agents coached on the results.
- Quality you can verify
- Problems found early
- Counts, not people
How it works
From first conversation to fully operational support.
Four steps, and your customers are answered in 5 business days.
- 01DiscoveryWe learn your business, your customer conversations, your tools, your products and how you work.
- 02Knowledge & configurationPolicies, brand voice, support rules, escalation thresholds and what the AI may and may not do.
- 03IntegrationWe connect your store and set up website chat and email, ready for the team.
- 04Launch & optimizationWe start in Copilot mode, monitor quality, and widen the AI’s scope only where it has earned it.
AI + human, one workflow
AI handles the repetitive. People handle what matters.
The AI reads every message first. Then the rules you set decide who replies: the AI on its own, an agent with an AI draft, or a person from start to finish.
How every conversation is routed
Hover or select a mode to follow its path
- Customer messageChat or email
- AI analysisIntent · language · mood
- Store data + policiesVerified, read-only
- Routing decisionYour rules decide
- AI response
- Agent approves AI draft
- Human agent
- ResolutionLogged, scored, reported
Interactive demo
See how intelligent customer support works.
Pick a conversation and watch what happens: what the AI understands, what it finds in the store, which policy applies, and who answers.
AI Active Support inboxSample data
E
Emma L.
Website chat · Sample customer
Hi! I ordered a linen shirt last week. Any news on order #4821?
Hi Emma, good news: order #4821 shipped on 28 October with Colissimo and is on its way. Expected delivery is 2 November. You’ll find the tracking link in your shipping email.
Automatic reply, labelled as such
AI analysis
- Intent detected
- Order tracking
- Customer sentiment
- Calm
- Store data retrieved
- Order #4821 · paid · shipped on 28 October
- Carrier: Colissimo · in transit
- Estimated delivery: 2 November
- Relevant policy
- Shipping policy: 3 to 5 business days in France.
- AI recommendation
- Share the tracking status and the expected delivery date.
Decision: Automatic answer
Approved topic · answer found in order data · customer calm
Sample data, not a real customer
Serving brands worldwide
Human support
Technology makes us faster. People make us better.
Behind the AI is a team of trained support agents who get to know your brand. They handle the conversations that need judgement, empathy and a decision.
Agents working in French, English, Spanish, Arabic
- Trained on your brandYour products, your catalogue and what makes your customers buy.
- Your communication styleYour tone of voice, your sign-off, your way of saying sorry.
- Your policies and proceduresShipping, returns and refunds applied exactly as you wrote them.
- Consistent conversationsThe same quality of answer, whoever is on shift.
- Escalations handledUpset customers and edge cases taken over by a person, fast.
- Quality supervisionTeam leads review conversations and coach agents every week.
Illustrative photography from Unsplash, not AI Active Support employees.
E-commerce only
Built for online stores, not generic ticketing.
AI Active Support recognizes 20 store-specific topics. Each one has its own rule: the ones that touch money or a broken product always go to a person.
- Order status
- Shipping question
- Shipping delay
- Product question
- How to return
- Return request
- Exchange request
- Refund request
- Cancellation
- Address change
- Damaged item
- Wrong item
- Missing item
- Payment issue
- Discount issue
- Subscription issue
- Complaint
- Positive feedback
May be answered by the AI, if you allow it Always answered by a person
E-commerce supportIntegrations
Works with your e-commerce ecosystem.
Your store, your chat and your inbox in one place, with an honest label on how deeply each one is connected.
- ShopifyRead-only orders, fulfilment and tracking, synced by webhooksNative integrationNative integration
- Website chatOne script tag, restricted to your domainsNative integrationNative integration
- EmailForward your support address; replies go out from your brandNative integrationNative integration
- WooCommerceYour knowledge base and our agents; no automatic order lookups yetPartialPartial
- WhatsAppConversations logged by agents in the same inboxLogged by agentsLogged by agents
- InstagramConversations logged by agents in the same inboxLogged by agentsLogged by agents
- MessengerConversations logged by agents in the same inboxLogged by agentsLogged by agents
- Phone (early access)AI phone line with call transcripts in the inbox, not available yetEarly accessEarly access
Your storeOrders · tracking
PoliciesReturns · shipping
AI Active Support
One inbox
AI Agent
Website chatLive
EmailYour address
Why AI Active Support
One partner. AI technology. Real human support.
A support team for your store, without building one: recruited, trained, equipped and supervised for you.
Your customers get fast answers and a real person when it matters. You get your time back.
Customer-support outsourcingAI and people, together
Speed where it is safe, judgement where it matters.
Made for e-commerce
Orders, deliveries, returns and refunds: the workflows of an online store.
Trained support agents
People who learn your products, your tone and your rules.
One partner, one contract
The agents, the AI and the portal come together, in one contract.
Nothing hidden from you
Every conversation, every AI decision and its reasons, every quality score in your portal.
Flexible monthly service
No setup fee, month to month, 30 days’ notice.
Quality monitoring
Replies reviewed and scored for accuracy, policy, tone and resolution.
Your data stays yours
Export everything at any time; it is deleted at the end of the contract.
Analytics & quality
Turn customer conversations into business intelligence.
Every conversation tells you something about your products, your carriers and your customers. Your portal turns it into numbers you can act on, week after week.
- Conversation volume, first response and resolution times
- Satisfaction ratings and quality assurance scores
- What the AI resolved and what agents handled
- Recurring complaints, delivery issues and product problems
Support overview · Last 14 days
Sample data- Conversations
- 1,284+12%
- First response
- 6 min−2 min
- Resolution time
- 3.4 h−0.6 h
- Satisfaction
- 4.6 / 5+0.2
Conversation volume
AI vs agent resolutions
Mon
Tue
Wed
Thu
Fri
Sat
Sun
AI Agents
Top contact reasons
- Order tracking34%
- Delivery delays22%
- Returns & exchanges18%
- Product questions15%
- Damaged items7%
Weekly insights
- Delivery delays rising with one carrier
- Linen shirt: more sizing questions
- Quality score 92 / 100 this week
Security and GDPR
Your business data deserves protection.
Your customers trust you with their details. AI Active Support is built so that trust is respected, with GDPR controls for export, erasure and deletion at the end of the contract.
Security and data protectionData isolated between brands
Enforced in the database itself: one brand can never read another’s data.
Read-only Shopify access
Orders only. Refunds and changes stay with your team, in your admin.
Encrypted store tokens
Encrypted at rest, used only by the server, deleted when you disconnect.
Two-factor authentication
Available to every account, and can be required for your admins.
Audit trail
Sensitive actions are logged and kept.
Export and deletion
Export your data at any time; customers can be erased on request.
Pricing
Simple, transparent customer support pricing.
Start with AI Support and add our trained agents when you need them. Conversations included every month. Prices exclude VAT.
AI Support
Starting at
€49/ month
50 AI resolutions included
€0.89
per AI resolution above the included volume
From €349
a month for AI + Human Support, with our trained agents
Included
- AI answers on your website chat and email, with Shopify order context
- One inbox and your client portal for your whole team
- Our trained agents whenever you want them
- Quality reviews and weekly reporting
- No setup fee
- Month to month, 30 days’ notice
How billing works
- Each plan includes a volume of conversations every month; unused ones do not roll over.
- A conversation reopened within 72 hours is billed once.
- Spam and conversations without a reply are not billed.
- Agent resolutions cost 20% more from 20 November to 31 December.
Key facts
Last updated
- What we do
- Outsourced customer service for e-commerce brands: AI answers routine questions from your store data and policies; trained agents handle refunds, complaints and anything that needs a person.
- Who it is for
- Online stores, Shopify first, that answer customers by chat and email.
- Where
- Worldwide, in French and English first (France, Belgium, Switzerland, Canada, the United Kingdom and the United States).
- Languages
- French, English, Spanish, Arabic
- Channels
- Website chat and email, connected natively; other channels logged by agents in the same inbox.
- AI Support
- From €49 a month excl. VAT, 50 AI resolutions included; escalations go to your own team.
- AI + Human Support
- From €349 a month excl. VAT, 150 conversations included; our trained agents handle escalations.
- What the AI does
- Answers routine questions (order status, delivery, policies) with its sources, and drafts the rest for a person.
- What the AI never does alone
- Refunds, cancellations, address changes, damaged or missing items, payment issues and complaints: 12 topics always go to a person.
- Contract
- No setup fee · month to month, 30 days’ notice · live in about 5 business days
- Data
- GDPR: data processing agreement available; database hosted in the EU (Supabase (AWS eu-west-1, Ireland)).
- Phone
- AI phone support is in early access only.
Find your fit
How much customer support does your store need?
Three quick, optional questions. We’ll suggest the services that fit, and bring your answers to the demo.
Our suggestion
Answer one or more questions and we’ll point you to the services that fit your store.
Your answers are carried into the demo request, so we can prepare the call.
Book a free demoIs AI Active Support software or a support team?
Both. Our agents answer your customers, and they work in the AI Active Support platform, where AI drafts and answers routine questions under rules you set. You get the team and the portal in one contract.
Can AI answer customers automatically?
Yes, but only on the topics you allow, when the answer comes from your store data and policies and the AI is confident. Automatic replies are labelled as automatic and signed by your brand.
Can customers talk to a human?
Always. A customer can ask for a person at any time, and complaints, refunds, returns and upset customers go to an agent automatically.
What can the AI never do?
Refund, cancel, edit an order or offer a discount. It cannot answer refund, return, damaged-item or complaint conversations alone either: a person always does.
Do you need access to my Shopify admin?
Read access to orders only: their items, status and tracking. Refunds and order changes are made by a person in your admin, within limits you set.
Which channels do you support?
Website chat and email are connected natively. WhatsApp, Instagram, Messenger, SMS and phone conversations can be logged by agents in the same inbox. An AI phone line is in early access.
How does onboarding work?
A call on your real tickets, then your policies, brand voice and AI limits, then your store, chat and email are connected. You go live in Copilot mode, with agents reviewing every AI draft, in 5 business days.
Who owns the customer data?
You do. Export everything at any time from your portal; it is deleted at the end of the contract.
How is pricing calculated?
A monthly base fee that includes a volume of conversations, then a price per resolved conversation above it: one price when the AI resolves it, another when an agent does. A conversation reopened within 72 hours is billed once; spam and unanswered conversations are not billed.
Can I change or cancel my service?
Yes. The service is month to month: adjust your plan as your needs change, or cancel with 30 days’ notice. Your data can be exported at any time.
Book a free demo
Ready to give your customers a better experience?
Let’s explore how AI and a trained support team can help your e-commerce business deliver better customer service.
- 30-minute call
- On your real tickets
- No commitment
