Do more than repeat tracking.
Book a Demo AI CUSTOMER SERVICE AGENT
AI Customer Service that gets the job done.
LumiTalk understands each customer, works across your business systems, takes approved actions, and closes the loop through chat, voice, SMS, email, or a face-to-face AI avatar — answering 24/7, speaking 70+ languages, and working inside the 270+ platforms your team already runs.
Live demo line · answers 24/7
(831) 216-4331
Try: “Where is my order? The tracking hasn't moved in three days.”
- ✓finds the answer
- ✓handles the change
- ✓logs the follow-up
No signup, no sales rep — just call it.
Understand→Decide→Act→Resolve
LUMI · WORKING NOWExample resolution
Customer“Where’s my order? If it’s lost, I want a refund.”
- ✓Verified the customerMatched to order historyHubSpot
- ✓Pulled up order #4821Carrier scan stalled 3 daysShopify
- ✓Checked the shipmentConfirmed lost in transitShippo
- ✓Issued a $58 refundLost-in-transit policy appliedStripe
- ✓Closed ticket #2290Marked resolved, taggedZendesk
- ✓Sent the confirmationIn the customer’s languageGmail
Resolved end to end5 systems · no human needed
What is AI customer service?
AI customer service is support delivered by an AI agent that understands each request, answers from your approved knowledge, and completes permitted actions — checking an order, processing a return, updating a record — inside the systems you already run. When a request needs judgment or authorization, the agent hands off to a person with full context.
The same LumiTalk agent also runs as a ticket-first AI help desk and an inbox-first AI email agent — see all LumiTalk products for the full lineup.
One request. Several systems. One finished outcome.
See how LumiTalk turns a delayed-order complaint into a real resolution.
This example follows the approved customer-service pattern: authenticate, identify the true deadline, compare systems, evaluate alternatives, confirm the decision, and complete the business action. If “where is my order?” questions dominate your queue, see our guide to reducing WISMO tickets with AI.
Customer conversation
Where is my order? The tracking hasn’t changed in days.
Which purchase are you asking about? You can describe the item—you do not need the order number.
A navy medium weekender bag. I need it for my daughter’s birthday Saturday.
The package is at the local carrier facility. The apartment number did not transfer correctly to the label.
Can I pick it up? I don’t want to buy it twice.
You won’t need a second purchase. I can convert the existing order to local pickup today after the store accepts the reservation.
Customer confirmation
Same item · Same order · No additional charge · Original shipment intercepted
Adaptive plan
Shopify contains the correct address.
Safer than a delivery correction.
Consequential change requires approval.
Outcome owned
The conversation stays open until the new fulfillment path is confirmed.
Secure background actions
- ✓Customer authenticatedOne-time code verified.
- ✓Two similar purchases comparedCorrect order identified from natural clues.
- ✓Shopify, warehouse, and carrier checkedAddress-transfer defect isolated.
- ✓Local item reservedOriginal shipment protected until acceptance.
- 5Order conversionComplete after customer confirmation.
Completed business state
Pickup today · No duplicate charge · Carrier intercept monitored · Alternate pickup can be authorized securely.
LUMI AVATAR · POWERED BY ANAM
Give your AI agent a face customers can connect with
Some conversations are clearer when customers can see who is guiding them. Lumi Avatar adds a natural, visible presence to the same customer service intelligence already working across voice, chat, SMS, and email.
- Audible and visible: customers can hear the agent and watch it speak.
- Responsive: clear listening, thinking, speaking, and working states.
- Accessible: live captions, mute controls, replay, and keyboard-friendly controls.
- Continuous: move from avatar to phone, chat, or email without losing context.
Digital conciergeGuided onboardingService kioskVisual troubleshootingMultilingual assistance
Try Avatar in the live experience What LumiTalk can resolve
Build AI customer service around the outcomes your team handles every day.
Order status and delivery resolution
Authenticate customers, identify purchases without forcing an order number, compare commerce, warehouse, and carrier data, and complete the best available next step.
Returns, exchanges, and order changes
Check fulfillment status, inventory, pricing, shipping impact, and policy boundaries before confirming and applying the change.
Payment and billing investigation
Distinguish missing payments, processing delays, unapplied payments, disputes, credits, and authorization limits.
Product and policy guidance
Clarify the customer’s actual decision, use approved information, explain tradeoffs, and guide a concrete next step without unsupported guarantees.
Feedback and service recovery
Detect dissatisfaction, suppress public-review requests, separate concerns, resolve what is authorized, and escalate refund or judgment calls.
Documents, quotes, and outbound follow-up
Collect the correct document, validate it, uncover quote blockers, consolidate questions, and move the customer toward a defined outcome.
Controlled autonomy
Define what Lumi can complete, what requires confirmation, and what must go to a person.
Approved, low-risk actions
- Retrieve status and approved information
- Create secure follow-up tasks
- Update routine records
- Send confirmations and reminders
Consequential customer decisions
- Change an order or appointment
- Reserve inventory or a time slot
- Apply an existing credit
- Release a prior booking
Judgment, exceptions, and approvals
- Refund or pricing exceptions
- Medical, legal, or professional judgment
- Sensitive complaints
- Actions outside authorization
Connected customer service
Use approved knowledge, live business context,
and an AI agentic layer — not isolated chatbot answers.
LumiTalk brokers every conversation across your channels and apps,
using real-time data and workflows to take action and respond with the right context.
AIOne AI agent · Understands · Plans · Acts · Responds
AI agentic layer
Live orchestration across every conversation
◎UnderstandDetect intentReturn request detected
⌘DecideSelect toolsPolicy + Shopify selected
ϟActRun workflowExchange order created
▤RememberUpdate contextCustomer history updated
▱RespondSame channelConfirmation sent by SMS
Now
Return request detectedPolicy + Shopify selectedExchange order createdCustomer history updatedConfirmation sent by SMS
↪Channel
input
input
⠿App
actions
actions
♢
Guardrails & governance
Approved knowledgeSecurityComplianceAudit logs
▤ Real-time context engine
Measure the outcome
Evaluate customer service by completed work—not by message volume.
Resolution quality
Was the customer’s actual problem completed?
Escalation quality
Did the right person receive usable context?
Action accuracy
Were systems updated within defined rules?
Knowledge gaps
Which questions need new content or workflows?
Know what you’re buying
AI customer service agent vs. chatbot vs. human-only team
A category-level comparison of the three staffing models — how they differ structurally, not a scorecard of named vendors.
| Dimension | AI customer service agent | Scripted chatbot | Human-only team |
|---|---|---|---|
| Availability | 24/7, every day, no queue | 24/7, but only within its script | Business hours, or costly shift coverage |
| Channels | Chat, voice, SMS, email, and avatar as one continuous conversation | Usually a single web-chat widget | Whatever channels you can staff |
| Actually does the work | Looks up orders, completes approved changes, updates your systems | Links to articles and collects tickets | Yes — people can do everything, one conversation at a time |
| Escalation | Hands off to a person with the transcript, goal, and completed steps | Dead-ends, or opens a ticket from zero | Internal handoffs; context depends on notes |
| Languages | 70+ languages under the same rules and actions | Limited to translated scripts | Limited to the languages you hire |
| Consistency under volume | Same behavior on the busiest day | Consistent but shallow | Quality drops as the queue stacks up |
Want the deeper version of the middle column? Read chatbot vs. AI agent.
Named customer · Shopify
How Nutty Designs runs order status and returns on Shopify
A real implementation study, not a highlight reel: how the store separates policy questions, authenticated order lookup, structured return requests, and human review — and why no resolution-rate number is claimed without customer-approved source records.
AI customer service FAQ
Direct answers for support leaders and business owners.
What is AI customer service?
AI customer service is support delivered by an AI agent instead of—or alongside—a human team. The agent understands each request, answers from your approved knowledge, completes permitted actions in the systems you already run, and hands the conversation to a person, with full context, when a request needs judgment or authorization.
How is LumiTalk different from a basic customer service chatbot?
A basic chatbot often retrieves information or follows a fixed flow. LumiTalk is designed around a customer goal, an adaptive plan, operating constraints, approved system actions, confirmation points, and a measurable finish.
Does LumiTalk actually resolve issues, or just deflect tickets?
It is built to resolve: authenticate the customer, find the real problem, and complete the action in your systems. When Lumi is not confident—or a request needs judgment, an exception, or an approval—it hands off to your team with the transcript, the customer's goal, and everything it already checked, so nobody starts over. We measure resolution quality, not deflection.
Which customer service requests can LumiTalk handle?
LumiTalk is built for the outcomes support teams handle every day: order status and delivery resolution; returns, exchanges, and order changes; payment and billing investigation; product and policy guidance; feedback and service recovery; and documents, quotes, and outbound follow-up.
Which channels does LumiTalk support?
Chat, voice calls, SMS, email, and a face-to-face AI avatar—as one continuous conversation. A customer can start on web chat, continue by phone, and get the confirmation by email without repeating the problem, because every channel shares the same case context.
What languages does LumiTalk speak, and is it really 24/7?
LumiTalk supports 70+ languages, and the same authorization rules, actions, and escalation paths apply in every one of them. It answers around the clock, every day—there is no after-hours mode, holiday queue, or overflow voicemail.
Can LumiTalk work with our existing help desk and commerce platform?
Yes. LumiTalk works inside 270+ platforms—commerce platforms, CRMs, help desks, billing systems, scheduling tools, fulfillment services, and industry applications—including Shopify, Zendesk, Gorgias, QuickBooks, and ServiceTitan. It layers on top of the stack you already run rather than replacing it.
How does LumiTalk avoid unauthorized actions?
You define what Lumi can complete automatically, what requires customer confirmation, and what must route to a person. Consequential changes wait for explicit approval, and anything outside authorization is escalated to your team with full context.
How long does setup take?
You start with one high-volume request—order status is the usual first pick—rather than automating the whole queue at once. Setup is configuration, not a migration: connect the systems you already use, define what Lumi may complete, confirm, or escalate, review real transcripts, then widen scope workflow by workflow.
How is LumiTalk priced?
There is a free tier to start, a 14-day trial for the paid plans, and flat monthly pricing after that—not per-ticket, per-minute, or per-resolution metering, so a busy month doesn't produce a surprise bill. Current plans are on the pricing section of our homepage.
Design your first resolution workflow
Turn one high-volume support request into a completed customer outcome.
Map the customer goal, data sources, system actions, customer confirmations, exception rules, human boundaries, and measurable finish.
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