The AI Agent E-commerce Inquiry feature enables the CAAC AI Agent to automatically retrieve customers’ e-commerce data in conversations, including orders, logistics, membership tiers, points, and coupons, and respond to common e-commerce customer service questions based on personalized information. This reduces the time agents spend manually switching between systems to look up data.
This feature extends the existing e-commerce data synchronized to CAAC／CDH into the AI conversation layer. Agents can still manually view the same source data in the “Membership Information” section of the contact profile. At the same time, the AI automatically queries and responds when a contact asks a question.
👉 For how to view the data manually, please refer to: Guide｜CAAC Contact Profile - Third-party Platform Information Integration
⚠️ Difference from Other AI Features
- AI Agent E-commerce Inquiry: When a contact asks about personalized e-commerce data, such as “my order,” “my points,” or “my coupons,” the AI automatically queries CDH and responds.
- AI Co-pilot／AI Agent Product Recommendation: When a customer shows purchase or product recommendation intent, the AI recommends products from the product catalog. This is a shopping assistance scenario and is not part of this feature.
- Static Knowledge Base, such as Chatbase: Answers brand policies and FAQs, but cannot replace inquiries that require checking customer account data.
When a customer asks an e-commerce-related question in a conversation, the AI Agent will:
- Identify the intent: Determine whether the inquiry is related to orders, logistics, membership, points, or coupons. Multiple sentence patterns are supported, and the detection is not limited to a single keyword.
- Retrieve data: Call the corresponding tool based on the detected intent and read the contact’s e-commerce data from CDH（Customer Data Hub）.
- Generate a response: Combine the customer’s message with the query results and reply in plain text, including system-provided fields such as order number, status, and tracking number.
Typical Scenario
Customer: “Is my order still being processed or has it already been shipped?” → AI queries the most recent order → AI replies with the order number and a semantic explanation of the order status. If the order has been shipped, the AI also provides the tracking number and estimated arrival date.
# Supported Inquiry Types
The AI Agent currently supports the following four major types of e-commerce inquiry intents. The system will select the corresponding data query tool based on the customer’s question:
| Inquiry Type | Possible Customer Questions（Examples） | Information the AI Can Provide |
|---|---|---|
| Order Status | Whether the order was successfully placed, current status, payment details, which order has not been shipped yet | Order number, creation time, explanation of the order status, such as preparing shipment or shipped, payment amount, and item summary |
| Logistics／Delivery | Tracking number, package location, convenience store pickup, whether the delivery address can be changed | Logistics provider, tracking number, delivery status, pickup store and pickup deadline, depending on the available data |
| Membership and Points | Membership tier, points balance, when points will be credited, last four digits of the bound mobile number | Membership tier, points balance, and expiration reminders; sensitive information is displayed in a masked format |
| Coupon Eligibility | Why a coupon cannot be used, expiration date, how many valid coupons are available | Coupon name, expiration date, and usage condition explanation |
# Applicable Data Scope
- CAAC AI Agent has been enabled, and the conversation is handled or replied to by the AI Agent.
- The brand has completed e-commerce data integration, and the data can be displayed in the “Membership Information” section of the contact profile, including:
- Membership cards from the five major e-commerce platforms: SHOPLINE, Shopify, 91APP, CYBERBIZ, and Feebee
- Or Commerce Data API（owned or other e-commerce platforms）
- 📕 Setup and data source details: Guide｜CAAC Contact Profile - Third-party Platform Information Integration
- The contact in the conversation has completed identity binding（conversation user ↔ e-commerce member profile）.
The AI Agent uses data in CDH to generate responses. The synchronization frequency from each platform to CDH varies. Please refer to the “E-commerce Platform Data Update Frequency” table in the contact profile guide.
AI currently does not support executing e-commerce actions, such as canceling orders, creating returns, modifying orders, or changing delivery addresses.
# Frequently Asked Questions（FAQ）
Q: Do agents need to enable “AI E-commerce Inquiry” separately in CAAC?
A: No additional toggle is required. As long as the AI Agent is enabled and the contact profile can display e-commerce data normally, the AI will automatically query and respond when the customer asks a supported e-commerce question.
Q: Why is the order information replied by AI different from the number of records I see in the sidebar?
A: The time range and record limit are different between the contact profile and AI queries. The profile displays approximately 3 months／10 records, while AI queries cover approximately 1 year／100 records. The AI may also summarize only the “most recent order” or “recent orders” to make the response easier for customers to read.
Q: If a customer asks, “Can you help me cancel my order?”, will the AI cancel it directly?
A: No. Currently, the feature only supports querying and explaining order status, and does not support action execution. If the contact still wants to cancel the order, the AI will guide the customer to contact customer service for a human agent to handle it. If the order has already been shipped, the AI will explain the return process.
Q: Can the AI answer “Why can’t this coupon be used?”
A: The AI can try to explain based on the coupon data and description. If the system cannot determine usage limits or special rules, it may not be able to provide the full reason. In this case, we recommend handing over to an agent or updating the knowledge base.
Q: How is this different from “AI Product Recommendation”?
A: E-commerce Inquiry answers questions about the customer’s own orders, membership, or coupons; Product Recommendation recommends products from the product catalog when the customer wants to buy something. The two features can coexist and are triggered under different conditions.
👉 AI Agent shopping assistance guide: Guide｜AI Agent Product Recommendation
Q: How often is the data updated? Will AI responses become outdated?
A: The data comes from CDH／Commerce API synchronization results, and the frequency varies depending on the e-commerce platform and integration method. If a customer has just placed an order but cannot find it, it may be due to synchronization delay. The AI will, depending on the context, suggest checking again later or handing over to an agent.