Workflow: Auto-Reply to Standard Questions (AI-powered)

1. User Benefits

This workflow automatically responds to frequently asked questions using AI. Standard inquiries are detected, classified, and answered within seconds — reducing customer service workload and improving response time.

• Immediate replies to common questions (shipping, returns, product details)
• Less manual customer support work
• Consistent, accurate, and high-quality replies
• Supports DE/EN and additional languages if needed
• Higher customer satisfaction thanks to fast answers

Result: Your team spends time only on complex cases — everything repetitive is automated.

2. How the Workflow Works

2.1 Message Intake

The workflow receives incoming customer messages from marketplaces or shops:

• eBay, Amazon, Kaufland, OTTO, Shopify, WooCommerce
• Email inbox or ticket system

2.2 AI Intent Detection

Each message is classified into predefined categories:

• Shipping status
• Delivery time
• Return / refund request
• Product question
• Invoice request
• Order change or cancellation

The AI selects the correct response template automatically.

2.3 Automated Answer Generation

The workflow generates a polished, platform-compliant reply:

• Uses product & order data for context (tracking, SKU, delivery estimates)
• Personalizes the answer (name, order number, product name)
• Supports multiple languages depending on customer region

Replies can be:

• Sent fully automatically, or
• Queued for manual approval (semi-automatic mode).

2.4 Exceptions & Escalation

If a message is too complex or unclear, the workflow:

• Creates a support ticket
• Assigns it to the human support agent
• Provides a suggested response for faster processing

2.5 Export / Delivery

Replies are delivered via:

• Marketplace messaging systems
• Email
• Helpdesk tools

All interactions can be logged for auditing and QA.

3. Time Savings for the User

Typical manual effort for answering standard questions:

• Reading + understanding message: 1–2 minutes
• Looking up order/tracking info: 1–3 minutes
• Writing & sending reply: 1–2 minutes

Total: 3–7 minutes per message

With this workflow:

• Effort per message: 0–1 minute (only reviewing rare exceptions)

Typical weekly time savings:

• 50 inquiries → 3–6 hours saved
• 200 inquiries → 12–25 hours saved
• 500+ inquiries → 30–60+ hours saved

Repetitive customer messages are handled automatically — your team only steps in when the AI cannot fully resolve the case.