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Frequently Asked Questions
Answers to common questions from eCommerce CX leaders evaluating support automation.
What is Shipherd?
Shipherd is an AI agent that resolves eCommerce customer interactions inside your helpdesk. It answers high-volume questions (especially WISMO) using your historical resolutions plus real-time carrier tracking.
What types of customer interactions can Shipherd handle?
Shipherd handles order and delivery questions (WISMO), returns and refund status, cancellations, address changes, damaged/missing items, and other repeatable support interactions. You control what gets auto-resolved vs escalated to humans.
How does Shipherd handle WISMO accurately?
Shipherd connects to carriers to pull real-time tracking events and uses them to generate context-rich replies. That means responses reflect what's actually happening with the shipment, not generic templates.
Does Shipherd work inside our existing helpdesk?
Yes. Shipherd operates inside your helpdesk workflow so agents don't need a new tool. It drafts or sends responses where your team already works.
How does Shipherd learn our policies and tone?
Shipherd analyses your historical tickets to generate an FAQ knowledge base that your team can edit and approve. The AI agent uses only the approved content and scenarios so responses stay aligned with your policies.
Can we control when Shipherd auto-responds vs escalates?
Yes. You set confidence thresholds and escalation rules (for example, only auto-respond above a defined confidence score). If the interaction is uncertain or sensitive, Shipherd routes it to a human.
Can Shipherd issue refunds or replacements automatically?
Only if you allow it. You can set strict guardrails like "never auto-refund" or "auto-refund only up to £X," and require escalation for anything outside policy.
How fast can we go live?
Most teams start with WISMO first, then expand to other interaction types after validation. The exact timeline depends on helpdesk access, carrier connections, and how quickly you want to approve the initial knowledge base.
How do we measure impact (deflection, speed, quality)?
Shipherd tracks resolution volume, deflection by interaction type, response times, and escalation rates. You can see what's being automated, what still needs humans, and where to tighten scenarios and guardrails.
Is Shipherd safe for brand reputation and CSAT?
Yes—because humans stay in control. You approve the knowledge base, define scenarios, and enforce guardrails so the AI behaves like your best agents, and escalates when it should.