AI Customer Service That Automates More and Delights More
Push automation beyond 80%—while CSAT goes up, not down. AI that talks naturally and resolves most customer queries. Your team handles the rest—faster, with AI Assist. Across WhatsApp, Email, Live Chat, Instagram and Messenger.
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Process refunds and returns automatically
Handoff tickets to the right agent when needed
Send order status updates in real-time
Trigger workflows from customer requests
Detect and respond to customers in their language
Pull live inventory and pricing data
Auto-create tickets with full conversation context
AI Agents
Deterministic AI workflows that handle refunds, returns, exchanges—following your exact process, every time.
app.flowcall.co/insights
Customer details
Alice K
@alice.k_ig
Past orders
8
Returns
2
Open order
Item SKU
HY#193193301
Order ID
#4392
Order status
Out of stock
Shipping
Processing
Items
2
Value
8900 INR
Open ticket
Closed tickets
Past orders
Ticket summary
Customer placed an order 4 days ago but haven't received a confirmation or status update. Our systems display Order item out and stock and under processing. Mood - slightly frustrated.
Ticket created
Category - order tracking request
5 mins ago
Ticket assigned to human agent
Assigned to Nikita S.
6 mins ago
Ticket updated
Auto fetched shipping and order details
6 mins ago
First response
Agent responded to ticket
6 mins ago
AI Helpdesk & Ticketing
Unified Inbox, complete ticket management, and every tool your agents need — all on one screen.
Trusted by leading brands with AI-first support
Due to the sheer volume of queries, our FRT used to be in hours. Full resolution took days, and CSAT suffered. Flowcall was the only AI agent that could automate our complex workflows without giving incorrect or made-up answers. Now FRT is under a minute, AI resolves 84% of queries end-to-end and CSAT is up 52%.
84%
queries automated, no human needed
52%
increase in CSAT
Vikash Pathak
Head of Customer Experience, mCaffeine & Hyphen
Omnichannel Support. Unified Inbox.
Customer 360.
A customer emails you, then follows up on WhatsApp, then calls. AI stitches every interaction into one ticket — messages, emails, call recordings. With Customer 360, their order details, past conversations, and full history sit right alongside. No switching tabs. No asking them to repeat themselves.
Ticket – #235926
Chat
Voice
Voice
Open
Customer details
Alice K
@alice.k_ig
Past orders
8
Returns
2
Open order
Item SKU
HY#193193301
Order ID
#4392
Order status
Accepted
Shipping
Processing
Items
2
Value
8900 INR
Assigned to AI Agent
Close
When will I receive my order The tracking status is showing yet to dispatch. Could you please share the tracking details by today asap
11:25 AM, Today
Hey Alice! Your order #P21683670 is processed and shipped. And is expected to land at your doorstep by 29th Jan 2026 📅 . Track your order here: https://wellness.shiprocket.co/tracking/235027/
Anything else I can help with?
11:26 AM, Today
Type your reply here...
Send
alick.g****@gmail.com
to
support@shop.co
11:31 am
Hello,
When will I receive my order? The tracking status is showing yet to dispatch.
Could you please share the tracking details asap?
– A
support@shop.co
to
alick.g****@gmail.com
11:31 am
Hey Alice!
Your order #P21683670 is processed and shipped. And is expected to land at your doorstep by 29th Jan 2026 📅 . Track your order here: https://wellness.shiprocket.co/tracking/235027/.
Anything else we can help with?
– Support at H
Hello,
When will I receive my order? The tracking status is showing yet to dispatch.
Could you please share the tracking details asap?
– A
Call - 83 seconds
Auto transcribed by AI
Hello, my order is still not received. It shows that it is, uh, yet to dispatch. Pease deliver soon and share the tracking details now..
11:25 AM, Today
Type your reply here...
Send
AI Agents
Hello, I received the order with damage!
11.14 AM on Whatsapp
Starting damage workflow...
Hello, we are sorry to hear that your received damaged item. We request you to please share few clear pictures to process further. Thank you.
Damaged item
workflow
Check Order-ID
Check order delivery
Check Return reason
Ask for product images
Verify damage and process
Hello, I received the order with damage!
11.14 AM on Whatsapp
Starting damage workflow...
Hello, we are sorry to hear that your received damaged item. We request you to please share few clear pictures to process further. Thank you.
Damaged item
workflow
Check Order-ID
Check order delivery
Check Return reason
Ask for product images
Verify damage and process
Deterministic AI Workflows
Map your workflow visually. Describe steps in plain language. Refund request? AI checks the order, asks for photos, verifies eligibility, processes the return—same steps, every single time. Need to change the flow? Tell AI what to update and it rewrites the workflow itself.
Haven't received my order yet
11.14 AM on Whatsapp
We are sorry to hear that, please give us a moment to check.
Fetching delivery details...
Order details
Natasha M
91-38199XXXX
Getting order details
Order ID - 313143
Green Tea Sunscreen
2 Items, INR 3499.00
Getting delivery updates
API
Out for delivery
At sorting unit, Thane
Expected today by 0600PM
Tracking – track.ly/xx/5233
Sharing delivery details...
Here are your delivery details:
Order #313143 – Green Tea Sunscreen
Status: Out for Delivery
Expected: Today by 6:00 PM
Real-Time Data Access
AI pulls order details from Shopify, shipping status from logistics, customer history from your CRM—all mid-conversation. The same info your agents spend minutes gathering across multiple screens? AI has it in seconds.
I need to cancel my order
11.14 AM on Whatsapp
Hello! one moment, we are checking your order details.
Thinking...
Cancel order workflow
Natasha M
91-38199XXXX
Order-ID
891348
Order Status
Not shipped
Order value
INR 1560.90
Cancellation eligibility
Yes
Fetching order information...
Cancellation done
We have placed your request for cancellation successfully. A full refund will be issued within 24 hours. Thank you.
AI Takes Actions
Process refunds. Cancel orders. Initiate exchanges. Update addresses. AI executes actions like these automatically—but only when conditions you define are met. Same conditions you'd give a human agent. That's how you push past 80% automation.
I need help with my order
11.14 AM on Whatsapp
Sure. Please tell us how can we help?
डिलीवरी नहीं हुआ है. आर्डर लेट है.
11.14 AM on Whatsapp
Detecting language....
Language – Hindi
कृपया अपनी ऑर्डर आईडी बता दीजिए| हम जल्द ही डिलीवरी पार्टनर से चेक कर सकते हैं।
Multilingual AI
Customer writes in Hindi? AI replies in Hindi. They switch to English mid-conversation? AI switches too. 100+ languages, zero setup, no separate workflows. Everyone gets the same quality.
Hello! I am interested in purchasing this item.
11.14 AM
Thinking...
Image recognition
Product
New Gen Scrub
Style
V Neck
Gender
Women
Fabric
Bamboo, Cotton
Analysing image...
Sharing product details...
Hello! Thank you for your interest in New Gen Scrub in V Neck style and Cotton breathable fabric. What size are you interested in?
AI Understands Images and Docs
Customer sends a photo of a damaged product. AI looks at it, identifies the item, grades the damage, applies your policy. The kinds of conversations you used to route to humans? AI handles them now.
AI Helpdesk & Ticketing
My order #12345 hasn't arrived yet. It's been over a week since the expected delivery date.
Sarah M from shipping support has joined
I've checked your order status. There was a delay at our fulfillment center. Your package is now on its way and should arrive tomorrow.
My order #12345 hasn't arrived yet. It's been over a week since the expected delivery date.
Sarah M from shipping support has joined
I've checked your order status. There was a delay at our fulfillment center. Your package is now on its way and should arrive tomorrow.
AI Creates Tickets
AI handles every conversation first. When a human is needed, AI creates the ticket with everything your agent needs—conversation summary, details collected, order info pulled in. Agents don't hunt for context. They open the ticket and resolve.
app.flowcall.co/insights
Customer details
AK
Alice K
@alice.k_ig
Past orders
8
Returns
2
Open order
Item SKU
HY#193193301
Order ID
#4392
Order status
Out of stock
Shipping
Processing
Items
2
Value
8900 INR
Open ticket
Closed tickets
Past orders
Ticket summary
Customer placed an order 4 days ago but haven't received a confirmation or status update. Our systems display Order item out and stock and under processing. Mood - slightly frustrated.
Ticket created
Category - order tracking request
5 mins ago
Ticket assigned to human agent
Assigned to Nikita S.
6 mins ago
Ticket updated
Auto fetched shipping and order details
6 mins ago
First response
Agent responded to ticket
6 mins ago
HY31031
Order cancellation
637.4 INR
2 Items
10% Rice Water Daily Cleanser 8ML
239.2
Ceramide Rich Daily Cream
359..2
Cancelled on 1/12/25 - 9:26 PM
HY22042
Order Exchange
503.5 INR
1 Item
Vitamin C Face Serum 60ML
503.5 INR
Exchange request placed on 1/5/25 - 9:26 PM
Customer 360 View
Past orders, current order status, contact details, conversation history—all on screen without switching systems. The information that used to take agents minutes to gather is already there when they open the ticket.
Hello, I'm very disappointed with this product. The texture is completely off and it's causing severe dryness and an allergic reaction!
11.14 AM on Whatsapp
Getting ticket details...
Updated ticket #31290 for escalation
Ticket #31290
Updating ticket...
Updated
Summary
Order Number
Concern
Customer Mood
Query Class
AI Assist for Agents
AI drafts the reply, fills the disposition form, completes ticket fields—all based on conversation context. Your agent reviews, tweaks if needed, sends. Every ticket closes faster, even for agents who are still learning.
I am not able to renew my sub even after adding multiple modes. The app continues to crash.
11.14 AM on Whatsapp
Checking query type...
Checking ticket query
Assign to...
Technical Support
Assigned to technical support
Prashant A from technical support has joined
Hello, we are sorry for the problem caused. Please give us a minute while we look into it.
AI Routes Tickets
Intelligent routing by skill, channel, and urgency. Refund question goes to finance. Delayed order goes to logistics. Frustrated customer jumps the queue. Every ticket lands with the right person—no manual triage, no tickets sitting unassigned.
I need to place a return request for my order. It is the wrong color than what I ordered..
11.14 AM on Whatsapp
Nandini S has joined conversation
Ticket #31290
Assigned to
Nandini S
Open
Order ID
#KU-319300
Status
Delivered
Ticket type
Return request
RETURN ORDER
Hello, we are sorry for this. Your return request has been placed. You will soon receive details about return pick and full refund within 48 hours. Thank you!
Human Agents Take Actions
One-click action buttons for refunds, returns, exchanges, cancellations. AI pre-fills the form—your agent reviews and clicks. Done, without ever opening Shopify, your OMS, or any other system.
Reporting & Analytics
app.flowcall.co/insights
Tasks run summary
Total 931 tickets
Delivery delayed
Order exchange
Auto order cancellation
Changes in order detail
Return request
More
12/01
13/01
14/01
15/01
16/01
17/01
72 tickets
All tickets
Resolved
Pending
app.flowcall.co/insights
Tasks run summary
Total 931 tickets
Delivery delayed
Order exchange
Auto order cancellation
Changes in order detail
Return request
More
12/01
13/01
14/01
15/01
16/01
17/01
72 tickets
All tickets
Resolved
Pending
Ticket Analytics
Returns spiking this week? Product questions up after a launch? See what customers are asking about, broken down by volume and trend. Spot patterns before they become problems.
app.flowcall.co/insights
AI Automation
This month
Total tickets Auto Resolved by AI
8,205
All Channels
84%
91%
83%
79%
Track AI Automation
Automation rate by ticket category, channel, and time period. See exactly where AI handles things well and where it's still lagging. The starting point for every workflow improvement.
app.flowcall.co/insights
Agent performance
This month
Agent
Ticket actioned
Resolved
Avg first response
Patrick M
344
290
1m 34s
Dev M
287
184
3m 8s
Nikita M
287
184
3m 8s
Alice R
320
210
4m 12s
Tanvi M
275
162
54s
John K
275
162
54s
Maria S
310
200
3m 50s
Dwiti J
310
200
3m 50s
Shubam P
420
150
4m 10s
Tanisha J
350
180
3m 30s
Tom W
290
175
1m 30s
Nikita M
Agent report
Channel breakdown
192
192
24
By task
Refund not recieved
105
Order delay
51
Undelivered orders
46
Order delay
24
Task
Customer
Status
Missing product
@MaryF
Resolved – compsensated for missing product
Refund request
@iti_sana
Resolved – processed and information shared with customer
Product issue
@Alisha_B
Open - reassigned to relevant team for escalation
Agent Performance
Response times, resolution rates, CSAT per agent. See who's performing and who needs coaching—with data, not guesswork.
app.flowcall.co/insights
Average CSAT Scores
This month
All channels
Chat support
Email support
4.3/5
AI Agent Average
4.1/5
Human average
4.1/5
AI Agent Average
4/5
Human average
Email Agent
4.5/5
AI Agent Average
4.2/5
Human average
AI & Agent CSAT
Satisfaction scores for both AI and human conversations, side by side. When scores drop, drill into those conversations and figure out what to fix—workflow, policy, or training.
Inbox
VR
Vrindaa R
11:31 AM
2 messages
AT
Alex T.
11:28AM
2 messages
J
Jordan K.
11:05 AM
2 messages
C
Casey R.
10:31 AM
2 messages
TM
Taylor M.
10:48 AM
2 messages
M
Morgan S.
10:28 AM
2 messages
app.flowcall.co/settings
Enable SLA tracking
Response thresholds
Warning
5 minutes
Critical alert
10 minutes
Timer events
Start timer on
Ticket assigned, Customer message
Pause timer on
Awaiting response, Business hours end
Save SLA settings
SLA breach
31 mins
SLA Tracking
Set response and resolution time targets. Get alerts before breaches. Track performance across teams and channels.
app.flowcall.co/insights
AI Auto QA
This month
Operational issue
71% of total responses
193
AI responses
21.4% of total responses
59
Policy issues
7.1% of total responses
20
AI Auto QA
AI reviews every conversation—tone, accuracy, policy compliance. Not a 5% sample. Every single one. Issues get flagged automatically.
100+ integrations with your existing tools — easy to set up
All channels flowing into one unified inbox with real-time data
Tracking status, delivery updates, and shipment actions
2-way sync — read and update customer data automatically
Real-time order data, refunds, and customer history
See How 80%+ Automation Actually Works
We'll show you real conversations—AI handling refunds, tracking orders, switching languages—all fully automated, end to end.