Solution Overview
InCard builds AI Agents following E-commerce/Retail processes: Product Discovery → Cart & Checkout → Fulfillment → After-sales. Connect catalog/orders/inventory; support COD, vouchers, returns, track NPS/CSAT. Deploy pilot in 10–30 days, measure CR/AOV/Recovery/Deflection and scale by phase.
Why do you need "specialized" AI Agent for E-commerce & Retail?
Fragmented Journey
Customers switch between Social ↔ Chat ↔ Website ↔ App, easy to lose track and miss conversion opportunities.
COD Orders Drop Easily
Need quick confirmation & delivery routing to reduce return rates.
Complex After-sales
Returns, warranties, inventory, vouchers, loyalty points need automated handling.
Rising CS Costs
Repetitive questions: "Where's my order?", "Is this size available?" consume staff time.
Specialized Use Cases
Before – During – After Purchase
11. Pre-Purchase (Product Discovery)
AI Product Finder / Stylist
Ask needs, budget, size/fit → suggest matching SKUs.
Smart Collections/Combos
Mix & match, suggest complementary products.
Store Near You
Store locator, check inventory at branches.
Browse Reminder Messages
Send lookbook/recently viewed via Zalo/WhatsApp (opt-in).
22. During Purchase (Cart & Checkout)
Cart Recovery
DM/WA/Zalo message with recovery link, valid voucher support.
COD Confirmation
Bot calls/messages to confirm & adjust address/schedule; reduce returns.
Size/Fit Consultation
Collect measurements, suggest size, reduce size-related exchanges.
Payment Support
Answer shipping fees, delivery time; send secure payment link.
33. Post-Purchase (Fulfillment & Care)
Order Tracking
Shipping status, address change within allowed threshold.
Returns/Warranty
Check conditions, create tickets, schedule pickup/exchange at store.
Upsell/Cross-sell
Suggest accessories/add-ons when interest signals detected.
Loyalty
Check points, membership tier, redeem rewards; remind expiring offers.
CSAT/NPS & Review
Request reviews gently; collect feedback for improvement.
Sample Business Flow (End-to-End)
Customer comments/DMs about product
Agent suggests SKU + image + price + stock
Customer adds to cart
Agent checks voucher/policy; if COD, confirm & set delivery time
After order placed
Agent sends tracking link, supports address change before packing
After delivery
Agent asks CSAT, supports returns/warranty; suggests accessories or membership
System Integrations
Based on your current system configuration
E-commerce/CMS
POS/OMS/ERP
Payment
Shipping/3PL
CRM/CDP
Channels
* Deployment based on package & API openness of your system.
Agent Capabilities
Customized for your project
Understand & Use Catalog
Attributes, variants, inventory, price, promotions.
Rules & Guardrails
COD policy, returns, voucher abuse prevention.
Actions
Create draft order, change address, create return ticket, check warranty.
Smooth Handoff
Transfer to staff with history & context.
Reporting
Recovery rate, COD confirmation, CR by channel, ticket deflection, CSAT/NPS, AOV.
Reference KPIs (Pilot)
Results depend on industry, data & integrated channels.
Deployment Process
Pilot-first, 10–30 days
Discovery & Mapping
Define KPIs (CR, Recovery, COD, CSAT), map catalog/orders/returns & channels.
Data & Integrations
Connect catalog/OMS/CRM/3PL/Payment; standardize SKU codes, return policy, COD.
Prototype & UAT
Design sales/returns/COD flows, prompts + toolflow, guardrails; run UAT with 1–2 categories.
Pilot & Optimize
Launch on 1–2 channels (e.g., Web + Zalo). Track CR/Recovery/COD/CSAT; optimize qualifying questions & suggestions.
Scale & Handover
Expand categories/channels, establish governance, train team, finalize SLA.
Security & Compliance
RBAC & Encryption
Audit logs, in-transit/at-rest encryption.
NDA/SLA
Consent management; message frequency limits.
Data Residency
VN/SG/AU options; GDPR/PDPA/Decree 13 support.
Anti-hallucination
Controlled knowledge sources, confidence thresholds, mandatory handoff when out of scope.