# An AI agent that finishes what customers ask.

The Aide AI Agent answers chat and email, and cancels, refunds, changes addresses and starts returns in Shopify for verified shoppers. What it can't resolve goes to your team.

AI customer service uses an AI agent to answer customers and act on what they ask for, such as order changes, refunds and returns. Aide does this in chat, email and inside Zendesk, Gorgias or Front, within an AI level your team sets per topic, free to start.

Source: https://aide.app/ai-customer-service · Updated 2026-11-06 · By Ziyad Basheer

| | |
|---|---|
| Channels | Aide Chat, email forwarding, Gmail, and Zendesk, Gorgias or Front tickets. |
| Order actions | Cancel, refund, change the address, remove an item, start a return. |
| Verified shoppers | Shoppers who are logged in, or give an order number and matching email. |
| Control | Three AI levels per topic. AI Agent, Drafts or None. |
| Price | Free for 150 AI replies a month. Paid plans from $39. |
| Security | SOC 2 Type II, GDPR and HIPAA. |

## What AI customer service looks like in Aide

Real jobs from an ecommerce queue, each finished in Shopify, not just answered.

### Where is my order?

Live tracking from Shopify, and directly from UPS and FedEx, with every shipment of a split order.

> Customer: Where's my order? It's #4518.
>
> Aide: Your order shipped in two boxes. The jacket was delivered Tuesday, and the boots are with UPS, due Thursday.
>
> Tracking checked with UPS · Order #4518

### Change the shipping address

Before the order ships, Aide updates the address in Shopify for a shopper who proved the order is theirs.

> Customer: I typed the wrong street on order #3907. It should be 48 Elm Street.
>
> Aide: Done. Order #3907 will now ship to 48 Elm Street, Portland, OR 97205. It hasn't shipped yet, so nothing else changes.
>
> Shipping address updated in Shopify · Order #3907

### Refund with approval

Aide offers the refund within your rules. By default, it waits for a teammate to approve before the money moves.

> Customer: The mug in order #5120 arrived cracked. Can I get a refund?
>
> Aide: Sorry about that. I've requested a $24.00 refund for the mug, and a teammate will confirm it shortly. You'll get an email once it's issued.
>
> Refund of $24.00 waiting for approval · Order #5120

### Help me choose

Product cards with add to cart, using the page the shopper is viewing and the pairings in your Shopify store.

> Customer: Does this rain jacket come in a tall size?
>
> Aide: It does, in M Tall and L Tall. Most people pair it with the Trail Pant. Both are below, ready to add to your cart.
>
> 2 product cards shown · Rain Jacket, Trail Pant

### Talk to a person

A request for a person reaches your team immediately, with a summary so the customer never repeats themselves.

> Customer: Can I talk to a person about a wholesale order?
>
> Aide: Of course. I've passed this to the team with your details and what you need, and they'll reply right here.
>
> Handed off to your team · Customer asked for a person

## Your team decides what it does alone

Every topic has an AI level, and Aide checks each reply against it before sending.

- AI levels per topic: AI Agent acts within your procedures, Drafts waits for a person, None stays off.
- Replies checked first: A reply that promises more than its topic allows is revised or handed off.
- Tested before launch: Check a procedure against your last 50 conversations, and compare drafts with what your team sent.
- Says it is an AI: When asked, Aide says it is an AI. A reply claiming to be human is rejected.
- Learns from your team: Aide writes its style guide from your team's past replies and suggests new topics.
- Weekly knowledge gaps: Questions it couldn't answer, checked against your help center, in one weekly list.

## From sign-up to answering customers

- Connect store and channels: Install from the Shopify App Store, add Aide Chat, forward your support email or connect your helpdesk.
- Review what it knows: Aide reads your website, help center, products and orders. New topics start on Drafts.
- Raise topics one by one: Move a topic to AI Agent once its drafts match what your team would send.

## Resolved, not deflected

Early chatbots matched keywords to help articles and counted a closed chat as a win, even when the customer left without an answer. An AI agent reads the whole message, looks up the order and does the work: the refund, the new address, the return.

So the number to watch is resolution, whether the customer's problem got solved, not deflection. Aide shows resolutions, handoffs and CSAT in [Analytics](https://aide.app/analytics), and each handoff tells your team what Aide couldn't answer and why. Those gaps become new knowledge, so the share Aide resolves grows with what your team teaches it.

## Inside your helpdesk or on its own

Aide works inside [Zendesk](https://aide.app/integrations/zendesk), [Gorgias](https://aide.app/integrations/gorgias) and [Front](https://aide.app/integrations/front), replying and drafting in the tickets your team already works. Teams starting fresh, or answering from a shared inbox, can use [Aide Helpdesk](https://aide.app/helpdesk), free for 2 team members. Either way, every conversation carries the same [Shopify order details](https://aide.app/integrations/shopify), and [pricing](https://aide.app/pricing) counts AI replies, not conversations your team handles.

## Frequently asked questions

### What is AI customer service?

Customer service where an AI agent reads each message, looks up the customer's order and replies or acts, and hands the conversation to a person when it can't resolve it. Modern AI agents do the work, such as a refund or an address change, rather than linking to an FAQ article.

### Will AI customer service replace my support team?

No. Aide resolves the conversations it can within the AI level your team sets and hands the rest over with a summary. On the conversations your team takes, Copilot drafts replies with the order details filled in.

### How much does AI customer service cost with Aide?

Aide charges per AI reply. Free includes 150 a month, Starter is $39 for 1,000, Pro is $149 for 4,000 and Scale is $499 for 15,000, and your team's replies are always free.

### Does Aide work with Zendesk, Gorgias or Front?

Yes, on every plan. Aide replies and drafts inside the tickets your team already works, so you keep your helpdesk.

### Can AI customer service handle refunds and returns?

Aide can for shoppers who prove the order is theirs. It cancels, refunds, changes addresses and starts returns in Shopify or through your returns portal, and refunds it offers wait for a teammate by default.

### Which languages does Aide answer in?

Aide detects the customer's language and replies in it. The Aide Chat widget itself is available in English, French and German.

### How does Aide keep improving after launch?

Every night Aide learns from what your team sent, tests each change and keeps it only when it tests better. A quality scorecard shows when each topic is ready to answer alone, and the Action Trace shows what Aide checked and did on every conversation.

## Related
- [How is AI customer service priced?](https://aide.app/guides/ai-customer-service-pricing)
- [Guardrails that stop promises your policy cannot keep.](https://aide.app/guides/ai-customer-service-guardrails)
- [What is an AI customer service agent?](https://aide.app/glossary/what-is-an-ai-customer-service-agent)

Start free: https://my.aide.app/register