Nexora Autonomous AI Operations Agent for E-commerce
PROJECT SUMMARY
An autonomous AI agent that manages order inquiries, tracks shipments, processes returns/refunds, and proactively recovers abandoned carts cutting customer service response time by 90% and lifting recovered revenue by 22%.
The Challenge
Fabrique Living, a fast-growing D2C e-commerce brand, was struggling to keep up with customer queries around order status, shipping delays, returns, and refunds — especially during sale seasons when ticket volume spiked 5x. Their small support team was overwhelmed, response times stretched to 8+ hours, cart abandonment was high with no automated recovery system, and refund processing required manual back-and-forth between support and the operations team. They needed an AI system that could independently check order status, process returns per policy, and re-engage abandoned carts — all without constant human involvement.
The Solution
I built a fully autonomous AI operations agent using OpenAI's function calling connected directly to their Shopify store, shipping carrier APIs, and payment gateway. The agent can look up real-time order and shipment status, evaluate return eligibility against store policy, initiate refunds through Stripe, and trigger personalized abandoned-cart recovery messages via WhatsApp and email — all autonomously. A RAG layer was added so the agent can answer product-specific and policy questions accurately from the brand's help center content. For edge cases (disputes, fraud flags, high-value refunds), the agent automatically escalates to a human with full context attached. The client got a dashboard to monitor agent performance, review escalations, and adjust automation rules visually.
The Results
The project reduced average customer response time from 8 hours to under 45 seconds, while automating 82% of order status, shipping, and return inquiries end-to-end. AI-driven follow-up messaging helped recover 22% more abandoned carts, while automated refund workflows reduced the manual processing workload by 65%, allowing the operations team to focus on higher-value tasks.
Technology stack
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