AURA Ecommerce OS Core system • Support

AI Support & Helpdesk Assistant

Turn your inbox, chat and helpdesk into a 24/7 support layer that actually understands your store, policies and customers – not a generic chatbot bolted on top.

Deflects tickets, speeds up replies Trained on your store, policies & macros Works across chat, email & social DMs
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We don’t just switch on a bot. AURA builds a support brain wired into your tools, then trains it on your tone, policies and edge cases so customers get real answers – not “I’m just an AI” nonsense.

What this system does

From scattered macros to a single support brain

Most brands have answers scattered across macros, Notion docs and Slack threads. AURA pulls this into a central support brain that can answer, act and escalate consistently.

  • Ingests FAQs, policies, order flows, shipping rules and edge cases into one knowledge layer.
  • Drafts accurate replies in your tone – agents can one-click send or tweak.
  • Handles routine requests end-to-end (order status, returns, size questions, etc.).
  • Escalates risky topics (refund disputes, legal, VIP complaints) with context for humans.
CS team stays in control AI does the repetitive heavy lifting

Where it sits in your stack

AI Support & Helpdesk Assistant sits inside your existing tools – not as yet another platform to log into.

  • Inputs: Helpdesk (e.g. Gorgias/Zendesk), email, chat tools, Shopify/Woo data, internal docs.
  • Connects to: order systems, subscription tools, WMS/3PL, review/UCG tools, loyalty, etc.
  • Outputs to: Replies, internal notes, tags, custom fields, auto-routed tickets.
  • Pairs perfectly with Review & UGC Engine, Lifecycle Flows and Auto-Insights.
Helpdesk-native setup
Who it’s for & what we build

Ideal for brands that…

  • Are drowning in “where is my order?” and simple policy questions.
  • Have multiple channels (chat, email, IG DMs) but a small support team.
  • Want 24/7 coverage without hiring full graveyard shifts.
  • Care about tone and brand – and don’t want a bot that feels generic or robotic.

Under ~£30–40k/mo you can still use this – we just scope to the highest volume intents first.

What we set up for you

  • Support knowledge base built from your site, docs, macros and historic tickets.
  • Intent map for your top 30–50 contact reasons, with policies and guardrails.
  • AI reply engine wired into your helpdesk + channels (chat, email, social where possible).
  • Routing, tags and escalation logic so agents see clear, pre-triaged queues.
  • Reporting on deflection, handle time, CSAT and “time saved”.
Inputs & outputs

Inputs we need from you

  • Access to your helpdesk + channels (and a sample of historic tickets).
  • Your policies: shipping, returns, refunds, warranties, discounts, etc.
  • Brand voice examples (emails, social replies) so we can tune tone.
  • Any “hard no” topics where AI must always escalate to a human.

Outputs you get every cycle

  • A live AI support layer taking first pass on tickets and chats.
  • Playbook for agents: how to use AI drafts, when to override, when to escalate.
  • Regular reports on deflection, response times and saved hours.
  • Suggested policy/content fixes when the same questions keep recurring.
Example workflow

How a typical AI Support implementation runs

  1. We audit your existing support stack, volumes and top contact reasons.
  2. We build the AURA support brain from your site, docs, macros and ticket history.
  3. We map intents to actions: auto-reply, draft-for-agent, escalate-with-context.
  4. We launch in “assistant mode” first – AI drafts, humans approve and tweak.
  5. As confidence grows, we flip safe intents to fully automated with strict guardrails.
  6. We monitor performance, add new intents and tune tone as your brand and policies evolve.

Over time this becomes your always-on CX engine – freeing humans to focus on complex, high-value conversations instead of copy-pasting tracking links all day.

FAQ
Is this just a chatbot widget?
No. The widget is optional. The core is a support brain wired into your helpdesk, able to reply in tickets, chats and DMs. You can have a bot UI on site, but the value is in the routing, drafts and automations behind the scenes.
Will it go off-script or make things up?
We train against hallucinations with strict policies, hard-guardrails and fallbacks. On risky topics, the system is configured to escalate with context instead of guessing – your team stays in control.
Which tools does this work with?
It’s designed to sit alongside common ecommerce stacks – Shopify or Woo plus tools like Gorgias, Zendesk, Klaviyo, review platforms and 3PL/WMS providers. We’ll adapt to your exact setup.
How does this link to other AURA systems?
AI Support & Helpdesk Assistant plugs into Review & UGC Engine, Lifecycle Flows, Product Feed and Auto-Insights – so support can trigger flows, log insights and feed back into your overall AURA OS, not sit in a silo.
Ready to stop burning your team on copy-paste replies?
We’ll wire AI Support & Helpdesk Assistant into your stack, launch safely, then keep tuning it as your brand and volumes grow.
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