Retail, e-commerce & service desks
A researched draft on every ticket, before your agent opens it.
Routario reads the ticket, looks up the order, applies your own procedures and tone, and writes the reply as an internal note. Your agent checks it, edits it and sends it. Nothing reaches a customer until a person says so.
What goes wrong today
Most of an answer is looking things up.
Every ticket starts from zero.
The agent opens the order admin, finds the order, checks the shipment, looks up the returns rule — and only then starts writing.
Procedures live in people.
The best agent knows how to handle a late delivery for a repeat customer. The new one doesn't, and customers notice the difference.
A chatbot is the wrong fix.
Letting AI answer customers directly trades a slow reply for a wrong one — in your company's name.
How the Job runs
Researched by Routario, sent by your team.
A ticket arrives
A new ticket or a new customer message in the help desk starts the Job.
The facts are gathered
The whole thread, the order and its status, discount codes, the customer's earlier tickets and how similar questions were answered before.
Your rules are applied
Procedures and tone live in tables your support team edits themselves — not buried in a prompt only an engineer can change.
A draft appears as an internal note
Never sent to the customer. Ticket fields are filled in, and an out-of-date draft is replaced when the customer writes again.
The agent decides
Send it as it is, edit it, or write something else. How often drafts are sent with little or no change is measured every week.
Ticket 48213 · "Where is my order?"
Order 100734 · paid 3 days ago · 1 earlier ticket
The agent sends — or doesn't.
What the support lead sees
Every ticket's outcome, week by week.
Answered from a draft, answered manually, escalated or still open — and the escalations that need a person, listed with the order they concern.
In operation
Drafted before it's opened.
At an e-commerce retailer running Zendesk and a WooCommerce shop, a draft is ready for almost every ticket, usually within a minute of it arriving. The support team edits and sends; the share of drafts they send with little or no change is tracked week by week, and the team keeps the procedures the drafts follow up to date themselves.
What Routario does
- Does the looking up — order, shipment, codes, history — for every ticket.
- Writes in your procedures and tone, from tables your team maintains.
- Keeps drafts current when the customer writes again.
What your team decides
- Every reply that is sent — and every exception, refund or goodwill gesture.
- The procedures the drafts follow, and when they change.
Economic model
Time per ticket, times tickets.
The measure that matters is how much of each reply your agents no longer have to research or write — which the pilot measures on your tickets, not ours.
Try it with your own numbers
Enter your own figures to size the opportunity.
Also worth counting: first-response time, consistency between agents, and how quickly a new agent answers like an experienced one.
What we need to start
- Access to your help desk. Zendesk is connected today; others through their API.
- Read access to orders. WooCommerce is connected today; other shops or order systems through their API.
- Your procedures — the way you handle delays, returns, complaints — even as rough notes.
- A support lead who reviews drafts in the first weeks.
The first weeks
Connect
Help desk and orders connected; drafts written on past tickets only.
First measured drafts
About two weeks in, as internal notes on live tickets. Nothing customer-facing until you say so.
Tune the procedures
Your team corrects drafts; the procedures tables improve with them.
Review
Coverage, time to draft, share sent with light edits. Extend, or stop.
Related
Looking beyond one process? We start with an assessment of where AI pays off across your business, and come back with a ranked shortlist.
How we work →Talk to us
What does your support team answer over and over?
Tell us which help desk you use, roughly how many tickets you handle, and where your agents spend the time — looking things up, or writing.
We reply within one business day, usually with two or three questions and a suggestion for the first step.
Thanks — we have it.
We'll get back to you within one business day with how we'd approach it and what we'd need to start.