02Our AI Agent Process
How an AI Customer Service Agent Goes From Plan to Production
You define the guardrails and actions before the agent ever touches a real customer.
05Projects We've Built
Web and SaaS Projects We Have Built
A selection of web and software projects shipped for clients, showing the engineering behind an AI customer support agent.
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LET'S DISCUSS
We had a different kind of problem. People were visiting the store, adding products to their carts, and then disappearing before they finished the order. We had tried a few apps and made changes here and there, but nothing really seemed to solve the bigger issue. The team went through the shopping experience with us and pointed out things we hadn't really noticed ourselves. They cleaned up the cart and checkout flow, made the mobile experience much smoother, and helped us make the store feel easier to shop. I’m not going to pretend we fixed everything overnight, but it finally feels like the store is helping the sale instead of getting in the way of it.
Ethan Parker
Founder of Elite Academy
The mobile experience is probably my favourite part of the new site. We had spent a lot of time making sure the desktop version looked right, and the team kept pushing us to think about how everything would actually feel on a phone too. They were right. The navigation is clean, the interactions feel natural, and everything we’ve tested so far works exactly as it should. They also went through the links, forms, integrations, and other details more than once before launch, which I really appreciated. And even after going live, we could still reach out when something came up. The whole process felt friendly, organised, and surprisingly straightforward.
James Whitmore
Head of Marketing of Lumen Outdoor
We had a pretty specific idea of what we wanted our website to become, but I wasn’t sure how easily we could explain all of it to a development team. There were quite a few moving parts, and we were working toward a deadline, so I expected a few things to get lost along the way. That never really happened. They understood what we were trying to achieve, kept us updated throughout the process, and got everything ready within the agreed timeline. The final site feels much easier to navigate, works beautifully on mobile, and is noticeably smoother for our customers. It was a huge relief seeing the original idea actually turn into the website we had in mind.
Michael Bennett
Founder & CEO of Northbridge Consulting
07Work Culture
Why Brands Trust Us With Their AI Agent
An agent that can issue refunds needs clear limits, so we design the guardrails before the capabilities. These are the habits we bring to every AI agent for customer support.
Guardrails you control
You decide what the agent can do without a human.
Takes real actions
Refunds, address changes and cancellations happen, not just replies.
Full-context handoffs
When a person steps in, the ticket contains the whole conversation.
Connected to your systems
It works from your orders, payments and helpdesk.
Tested on edge cases
We try the awkward situations before customers do.
Clear scope
Timeline and price depend on how many actions it handles.
08Overview
How is an AI customer service agent different from a chatbot?
Chatbots follow scripted decision trees, typically resolving 10 to 20% of tickets end to end. AI agents connect to order, payment, and helpdesk APIs for multi-step actions, like Klarna's agent handling refunds directly, reaching 40 to 60%+ resolution. Guardrails run at the data layer via role-based access, not prompt filters, and you decide which need human approval. It hands off tickets with full context so customers don't repeat themselves.
- Service
- AI customer service agent: order/payment/helpdesk actions, human handoff, deflection reporting
- Starting price
- From $3,499
- Typical timeline
- 4 to 8 weeks
- Platform
- Shopify, WooCommerce, BigCommerce, and custom stores
- Built with
- LLM agent framework with API actions (Stripe, order system, helpdesk), role-based guardrails, human-in-the-loop approval
- Experience
- 10+ years and 250+ shipped projects
- Post-launch support
- Ongoing maintenance retainer or one-time handoff
- Communication
- Calls in US, UK, and AU business hours
Who it's for
Stores whose chatbot only answers, never resolves
Your current bot can tell a customer their order status but can't actually process the refund, cancellation, or address change itself.
Brands processing refunds and cancellations manually
Your team is manually approving and executing routine refunds, cancellations, and returns that a guardrailed agent could handle end to end.
Stores that need reporting on what the AI resolved
You want visibility into deflection and accuracy, not just a chat log, so you can prove the agent is working.
Teams that want control over what AI can do on its own
You want role-based guardrails and human approval on higher-risk actions rather than giving the AI unrestricted access.
Growing stores that can't keep hiring support reps
Ticket volume is outpacing headcount and you need automation that takes real action, not just deflects easy questions.
Not a fit for
You want a simpler conversational chatbot that answers order status and FAQ questions without taking multi-step actions across your systems. Our AI Chatbot for Ecommerce page covers that.
You want broader helpdesk-workflow automation, macros, routing rules, and SLAs, rather than a single conversational AI agent. Our Customer Support Automation Services page covers that.
You get very low ticket volume and haven't identified which repetitive tasks are worth automating yet. A free process audit is a better starting point than a full build.
09Pricing
Transparent Starting Prices for an AI Customer Service Agent
These are starting points in USD. Your final price depends on how many actions the agent takes and how many systems it connects to, and you get a fixed proposal after a free scoping call.
11The Right Technology for Your Project
Technology Stack
We build an AI agent for customer service that connects to your order, payment and helpdesk tools and works inside guardrails you control.
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What is an AI customer service agent?
An AI customer service agent connects to your order, payment, and helpdesk systems so it can take real actions on a customer's behalf, like processing a refund or updating a shipping address, rather than only answering questions the way a chatbot does.
How does an AI agent handle where-is-my-order tickets?
It looks up the order directly through your store and shipping APIs, gives the customer a real status and tracking update, and can proactively flag or resolve delays instead of pointing them to a generic tracking page.
How is an AI agent different from a chatbot?
A chatbot follows scripted decision trees and typically resolves 10 to 20% of tickets end to end. An AI agent connects to your systems to take multi-step actions, like processing a refund or cancellation directly, and can reach 40 to 60% or higher resolution.
How much does an AI customer service agent cost?
Pricing depends on how many systems it needs to connect to and how many actions it's allowed to take on its own. Builds typically start from $3,499.
How do you make sure it follows my policies?
Guardrails run at the data and permissions layer, not just in the prompt, so the agent can only see and act on what its role allows. You decide which actions it can take immediately and which need human approval first.
When does it escalate to a human?
It escalates automatically on disputes, damaged or lost orders, billing errors, or anything outside its configured guardrails, and hands off a ticket with full context so the customer doesn't have to repeat themselves.
Can it take actions like starting a return?
Yes, within the guardrails you set. It can start a return, issue a refund, update an address, or cancel an order directly, or route to a human for approval first on higher-risk actions.
How do you report deflection and accuracy?
You get reporting on resolution rate, which ticket types it handled versus escalated, and accuracy on the actions it took, so you can see what it's actually resolving, not just how many chats it had.
How long does it take to launch?
Most builds launch in 4 to 8 weeks, depending on how many systems it needs to connect to and how much of your policy and ticket history it needs to be trained on.