A virtual support agent that helps teams respond to customer requests faster, more consistently, and at lower cost.
Why Customer Service Needs AI Support
Customer support teams process thousands of messages every month — questions like “Where is my order?”, “Can I return this product?”, “When will I get my refund?”
Each of these requests requires employees to search for information across multiple systems: CRM, ERP, OMS, payment platforms, or logistics dashboards.
As the volume of inquiries grows, the ability to expand teams proportionally disappears. Response times increase, and customers lose patience — expecting near-instant replies and consistent communication.
Customers expect an answer within one hour. For global e-commerce companies, this standard is becoming the new baseline.
AI Support Assistant was built to meet that expectation — without overloading human teams or compromising quality.
The Challenge: Manual Work and Delays
In traditional workflows, every customer inquiry requires manual investigation. Agents check order statuses, refunds, or payment confirmations in multiple tools. Each step adds seconds — multiplied by thousands of tickets every month.
Response delays are the biggest problem. When customers ask about a missing shipment or pending return, they expect an immediate update.
Yet support teams often need to cross-reference fragmented data from separate systems before they can reply accurately. This slows down service, increases costs, and makes scaling impossible during peak seasons.
AI Support Assistant addresses this by automating the process of gathering and synthesizing data, so teams can focus on the message — not on searching for information.
Introducing Shiftum AI Support Assistant
AI Support Assistant is an intelligent virtual agent designed to help customer service teams manage repetitive inquiries with speed and precision.
It retrieves the necessary data from internal systems, generates a draft response in the company’s tone of voice, and lets the agent review and send it within seconds.
The system integrates with internal platforms — CRM, OMS, ERP — as well as external providers such as courier services, payment processors, or helpdesk SaaS platforms.
All communication between the assistant and enterprise systems happens via API or dedicated MCP servers, ensuring fast and secure data exchange.
The solution is deployed on-premises, within the client’s own infrastructure. No customer data is ever transmitted to external model providers or used for model training.
AI Support Assistant was designed to work inside existing support processes — not to replace employees, but to remove repetitive, low-value tasks from their workflow.
How It Works
- A new customer inquiry enters the system — from any communication channel (email, chat, form, or external helpdesk). The company maintains one unified point for collecting all incoming requests.
- AI Support Assistant identifies the inquiry type — for example, order status, refund, or product return.
- The assistant extracts relevant details (such as customer name, email address, or order number) from the message.
- It searches connected systems for the necessary information — including order history, delivery status, or payment confirmation.
- Based on the collected data, the assistant drafts a response aligned with brand templates and customer’s language. If information is missing, it automatically generates a polite request for clarification.
- The employee reviews, edits if needed, and sends the message.
This workflow reduces the average handling time from minutes to seconds, without sacrificing accuracy or tone.
Core Features
Automatic Inquiry Processing
Extracts customer details and query information directly from the message body — no manual input required.
Automatic Data Lookup
Retrieves up-to-date order, refund, and payment data from internal business systems.
Data Consolidation
Combines multiple records, logs, and data points into one coherent, concise summary for the agent.
Cross-System Search
Uses data from one source to query another — for example, finding an order ID in OMS using an email address, then checking its status in ERP or CRM.
Response Draft Generation
Creates a ready-to-send message consistent with the company’s communication standards and localized to the customer’s language.
Template & Tone Consistency
Ensures that every reply matches the brand’s tone of voice and writing style.
System Integration
Connects directly with CRM and customer support systems for smooth data exchange.
Moderation Step
Every response can be reviewed and approved by a human agent before being sent.
Secure Internal Hosting
All data stays within the client’s IT environment. No information is shared externally or used for AI model training.
Business Impact
Response time is one of the strongest predictors of customer satisfaction.
By accelerating information retrieval and response drafting, AI Support Assistant directly improves:
- Customer satisfaction (NPS) — faster, clearer communication increases trust.
- Post-purchase ratings — improved support translates into higher service scores.
- Customer retention — satisfied clients are more likely to reorder.
- Cart completion rate — fewer abandoned carts when pre-sales questions get answered quickly.
- Operational efficiency — teams handle higher volumes with the same resources.
- Cost reduction — fewer manual tasks and shorter resolution times.
Together, these effects redefine how support teams deliver value to the business.
Security & Infrastructure
AI Support Assistant was built with enterprise security at its foundation. It can be deployed either in the client’s private cloud or entirely on-premises.
No customer data leaves the organization, and no requests are sent to public model providers.
The system fully complies with corporate IT and data protection policies, ensuring secure integration into existing customer support ecosystems.
Join the Early Adopters Program
Selected companies can join the Early Adopters Program to pilot AI Support Assistant in a controlled environment.
Participants receive technical support, preferential terms, and direct collaboration with the product team — helping shape the roadmap of enterprise AI for customer support.
AI Assistance turns every support interaction into a faster, more consistent, and more human experience – by giving teams the tools to focus on what truly matters: the customer.