How Nurix AI Transforms Chat Support for Order Tracking & Returns

Real-time answers, faster refunds, and smoother post-purchase journeys, all through AI-powered chat.

The Problem: Post Purchase Chaos

A major retail brand was dealing with a common eCommerce issue: post-purchase chaos in chat.

As soon as customers placed an order and even after delivery, they started sending messages like “Where’s my order?”, “How do I return this?”, or “When will I get my refund?”. These were common questions, but handling so many at once caused delays and stretched the team’s capacity.

The issue wasn’t just the number of messages. Customers reached out at all hours, but the team wasn’t available 24/7. Agents had to switch between different systems to find order details or handle returns, which made everything slower. Hiring more agents wasn’t a quick fix either — training took too long, and costs kept going up.

That’s when the brand partnered with Nurix AI to bring in automated chat support. Now, customers get instant answers any time of day, agents can focus on tougher problems, and the entire post-purchase experience is much smoother.

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The Use Case

Order Tracking

Return Initiation

Refund Status Updates

FAQ Handling (return window, eligibility, etc.)

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The Solution: Smarter Chat. Seamless Scale.

Smart Query Handling

Addressed common questions on order status, returns, and refunds with context-aware LLM responses, reducing agent workload.

Real-Time Personalized Responses

Used Retrieval-Augmented Generation (RAG) to pull live data from OMS, CRM, and shipping APIs to deliver chat responses that are accurate, timely, and personalized.

Streamlined Operations

Reduced the need for constant agent hiring and training by automating repetitive tasks, cutting support costs while improving speed and consistency.

Seamless System Integrations

Worked within existing workflows and platforms while routing complex cases to human agents when needed.

24/7 Multilingual Support

Provides always-on multilingual chat support, even after hours or on off days, so customers can get instant help whenever they reach out.

“Nurix AI has changed the game for our post-purchase support. Customers get instant answers in chat, agents focus on real issues, and our support costs have dropped without affecting the experience.”

— Customer Success Manager

The Impact: Quicker Support, Lower Costs.

70%

of post-purchase queries

handled entirely by AI, without human intervention

60%

drop in turnaround time (TAT)

for frequent queries like tracking, returns, and refunds

+0.9

point CSAT improvement

within weeks of deploying the AI assistant

35%

reduction in support costs

driven by fewer escalations and minimal agent training needs.

Tired of answering the same post-purchase questions?

Let Nurix AI turn every order into a smoother experience.

Experience our solution

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