AI for E-commerce Customer Service

Artificial intelligence in Responso is a tool that supports your work in customer service—it analyzes messages from buyers and helps generate personalized responses. AI understands the content and context of the message, recognizes customer emotions (sentiment analysis) and can work based on a knowledge base about your company. It operates without human intervention—it generates unique, situation-appropriate responses, reducing service time and improving customer satisfaction. You retain full control and can always verify or edit what AI generates before the message reaches the customer.

AI helps reduce the load on the customer service team by automating repetitive tasks such as initial inquiry sorting, generating quick responses or initiating next steps in the service process. At critical moments it reacts instantly, e.g., when a customer expresses frustration or contacts you in a foreign language. AI will not replace your customer service team employees—it will help them focus on matters requiring their greater attention, reduce routine work and significantly speed up their work.

AI can analyze incoming messages, improve grammar and response style, recognize customer sentiment, and initiate automatic workflows such as sending autoresponders or assigning inquiries to specific agents.

AI in Responso understands not only the literal meaning of words but also the broader context of the inquiry—it identifies what the customer is really writing about, even if they used different words or wrote chaotically. Based on this, the system can automatically route the message to the appropriate department or employee, assign it a priority or trigger other actions. This saves you time because agents immediately know what they’re dealing with.

Yes, AI in Responso analyzes message sentiment—it recognizes emotions: anger, frustration, satisfaction or joy. Based on this, it can automatically mark messages as urgent if they contain negative emotions, allowing you to quickly respond to dissatisfied customers. This helps prevent conflicts and build better relationships with buyers.

Yes, AI in Responso recognizes emotions expressed in messages and classifies them as negative, neutral or positive. Beyond these basic categories, more precise classifications are also available—a message can, for example, be marked as offensive or promotional. The system can automatically mark messages with negative sentiment as urgent, allowing you to quickly respond to dissatisfied customers and prevent conflict escalation. This helps build better relationships with buyers.

AI autoresponder is an advanced automatic response system that generates unique and context-appropriate messages instead of sending generic, pre-prepared templates that often sound artificial.

Yes, Responso offers multilingual AI support that automatically recognizes and responds in the sender’s native language. This facilitates customer support from different countries.

No, using AI in Responso is intuitive and does not require specialized technical knowledge. The entire process is simple to configure and use.