Use cases · E-commerceIn development
Orders, shipping and exchanges, resolved in the same conversation
Ray will answer about delivery times, exchanges and returns from the policy each store publishes, and report the status of an order or a refund, read-only. Issuing a refund will remain a person’s job.
Early access with close support from the team. Ray is in development.
Illustrative example of a fictional store: five frequent questions. Ray will resolve four, two of them with read-only order data; the duplicate charge with a complaint will go to a person.
Illustrative example with sample data. Lumora is a fictional brand.
Frequent questionsIn development
What a store gets asked most, answered in the chat
Ray will look for the answer in the published policy and, when needed, in the order data, and will guide the customer until it is solved, with the exact names of each screen of the site.
Shipping and delivery
Delivery times by area, published costs and the status of each shipment, with the estimated arrival date.
Exchanges and return requests
The conditions of the policy in force and the site’s steps to start an exchange.
Refunds
The policy and the status of each refund; issuing it will stay with the team.
Before buying
Sizes, payment methods and current promotions. An expired promotion will no longer be cited.
Illustrative example: a customer asks how to exchange some sneakers for another size and Ray replies with the time limit and three numbered steps; then they ask about a refund, Ray reports that it is approved using read-only order data, and the customer confirms it was solved.
Illustrative example with sample data. Lumora is a fictional brand.
TraceabilityIn development
What the team sees in the console
The customer will get the written answer, with no internal references. In the console, the team will see the cited article and its version, the order data looked up and the controls the answer passed.
Article and version
Each answer will be tied to the published article that backs it and to the version in force at that moment.
Data looked up
Which order detail was read, read-only, and when it was last updated.
Check before sending
Time limits, conditions and site steps checked against the published policy. If something does not match, the answer does not go out.
Illustrative example of the record in the console, visible only to the team: the article Exchanges and returns in its version 3, the refund status looked up read-only, the check of the time limit, the condition and the steps, and the non-sensitive topic controls.
Illustrative example with sample data. Lumora is a fictional brand.
Sensitive topicsIn development
What goes to a person in a store
Ray’s base list will always stay on and each store will add its own topics. On those, the customer will get a fixed holding message and the team the conversation with the reason and a draft. Outside the list, Ray will try to resolve.
Disputed charges and refunds
Duplicate charges, declines and chargebacks. The draft will not promise amounts or time limits.
DefaultFormal complaints
Mentions of a report, a consumer protection agency or legal action.
DefaultPersonal data
Requests to access, correct or delete data.
DefaultAn explicit request for a person
If the customer asks to talk to someone, the request is always honored.
DefaultOut-of-term warranties
A topic the store adds: a person decides the exception.
Added by the company
Illustrative example. The customer writes that they were charged twice and want to complain; they get only the fixed holding message. The team gets the conversation in the inbox with the reason and a draft from Ray with its sources, to approve, edit or reject.
Illustrative example with sample data. Lumora is a fictional brand.
The team will handle these cases in Inbox and copilot; the list will be edited in Ray agent.
Read-onlyIn development
Ray reports the status; people make the refund
Ray will be able to read the status of an order, a shipment or a refund to reply accurately. Issuing a refund, canceling an order or changing an address will stay with the team, in the store’s systems.
Without an identity signed by the company’s server, the customer will be treated as anonymous and Ray will not look up their account data.
Ray will be able to look up
- The status of an order, a shipment or a refund
- The estimated arrival date and when the data was last updated
- The published time limits and conditions for exchanges and return requests
Ray will never
- Issue refunds or move money
- Cancel orders or change a shipping address
- Give out coupons or compensation that are not published
See Ray with the store’s questions
A short conversation with the team that builds Ray to review the company’s case: frequent questions, existing knowledge, sensitive topics and a migration plan.