Glossary
AI support agent
Definition
An AI support agent is software that autonomously resolves customer-service tickets end to end, including taking real actions in your commerce systems.
A chatbot answers questions from a script or a knowledge base. An AI support agent goes further: it classifies the intent, retrieves grounded knowledge, looks up live data (like a Shopify order), takes the action the customer asked for (a refund, a cancellation), and closes the ticket - escalating to a human when confidence is low or the topic is sensitive.
The defining test is actions: if the software cannot actually do the thing (refund, cancel, look up the real order), it is a deflection layer in front of your queue, not an agent. The second test is transparency: an agent you cannot audit (what it said, what it did, why) is a liability in production.
Why it matters
The gap between "answers questions" and "resolves tickets" is where the ROI lives. Replies still leave the work on your team; resolutions remove it.
How Resolvo HQ approaches it
Resolvo HQ is built agent-first: real Shopify actions (order lookup, refunds, cancellations) with idempotency guards, confidence-based routing to humans, citations on every answer, and a full transparency view of what the agent did and why.
Frequently asked
Is an AI agent safe to let loose on refunds?+
Only with guardrails: action allow-lists per intent, confidence thresholds, idempotency (never refund twice), audit logs, and a human-approval mode while you build trust. If a vendor cannot explain their guardrails, do not connect your store.
Will it replace my support team?+
It replaces the repetitive volume (WISMO, returns, cancellations) and leaves the judgment calls - complaints, edge cases, VIPs - to your team, with full context attached. Teams typically redeploy time rather than headcount.
See it on your own tickets
Replay real tickets in a sandbox and watch the agent resolve them before you pay.