AI agents for e-commerce brands
Online shoppers expect instant answers at midnight: "Will this fit?", "Where is my order?", "Can I return it?". Every slow reply is an abandoned cart, and every "where is my order" ticket eats your team’s day.
- Customer
Will the Ridge jacket in medium fit me? I’m 5'10, 170 lbs.
- AI agent
Hi, I’m Tarnwell’s AI assistant. Based on our size chart, medium is your best fit, with room for a layer. Want me to add it to your cart?
- Customer
Yes. And where is my last order #4821?
- AI agent
Order #4821 is out for delivery today. Here’s your cart link with free shipping applied.
- Question answered
- Order tracked
- Cart recovered
Where e-commerce brands lose customers today
Pre-purchase questions
Sizing, materials, compatibility and shipping questions left unanswered turn into abandoned carts.
Where-is-my-order tickets
Order status questions often make up the biggest share of support volume.
Sales peaks
Black Friday, launches and influencer drops multiply messages overnight.
Built around how e-commerce brands work
Every rule below is configurable. You decide what the agent can answer, book or escalate, and what always goes to a person.
Fits your stack. We can connect to tools such as Shopify, WooCommerce, Klaviyo, Gorgias, Zendesk, plus your calendar, phone line and CRM, where the vendor provides API access.
- Answers product, sizing and shipping questions from your catalog and policies
- Looks up order status and tracking in real time
- Starts returns and exchanges within your policy
- Recovers abandoned carts with personal SMS or WhatsApp follow-up (with consent)
- Recommends products and bundles to raise order value
- Hands VIP or angry customers to a human with full context
What it looks like when it’s working
Shoppers get answers before they leave
Sizing, compatibility and shipping questions are answered on the spot from your own catalog, removing a common reason carts are abandoned.
Your support team gets its day back
Order status and return requests are handled automatically, leaving your people the conversations that need judgment.
Peak days stay under control
Launches, drops and holiday sales bring more messages, and the agent handles the surge without extra hires.
Built with the rules in mind. Email and SMS flows follow CAN-SPAM and TCPA consent rules: cart-recovery and marketing texts go only to shoppers who gave consent, with clear opt-out on every channel. Payment details are never collected in chat, and data handling follows the privacy laws that apply to your customers, such as CCPA where relevant.
Where to start for e-commerce brands
AI Chat Agents
One AI agent that answers your website chat, WhatsApp, Instagram and Facebook messages in about a minute.
Learn moreEmail Marketing Automation
Welcome, nurture, win-back and review flows plus regular campaigns, written with AI and managed for you.
Learn moreAI Creative Studio
Video ads, AI presenter videos and static creatives, produced fast with AI for every ad format.
Learn moreQuestions from e-commerce brands
Can it see order and tracking data?
Yes. We connect it to your store platform and shipping provider so it answers with real order data.
Will it replace our support team?
It handles the repetitive questions quickly and hands the complex ones to your team, so they focus on what needs a human.
Can it process refunds by itself?
Only if you allow it. Many brands let the agent start returns and issue store credit within set rules, while refunds above a threshold or outside policy go to a person for approval. Every action the agent takes is logged against the order, so your team can review decisions and adjust the rules as patterns emerge.
Will it stay on brand?
Yes. We write the agent's voice from your existing site, emails and support macros, and you review sample conversations before launch. You can adjust tone and wording at any time. Words and claims your brand avoids can be listed explicitly, and the agent will not use them in replies.
Can it handle wholesale or B2B inquiries?
Yes. The agent can recognize wholesale questions, collect business details and order volumes, and route them to your sales team or a separate wholesale form instead of the retail flow. Retail shoppers never see wholesale terms, and qualified accounts can be booked for a call with the right rep.
Let’s map what AI can do for your business.
Tell us what you want to automate. We’ll show you a live demo built for a business like yours and send a tailored proposal.