Building the Ultimate AI Chatbot for Shopify using Voiceflow

As an experienced Shopify Plus agency (behind the scenes), we’ve had the opportunity to build eCommerce stores for over 400 clients. Through this experience, we’ve developed a clear picture of what the ultimate AI chatbot for Shopify would look like. From conversational flows to product recommendations, pre-sales conversations, and post-sales support, we’ve identified key features that make a chatbot indispensable for eCommerce brands.

This article outlines our vision for building the perfect AI chatbot—what it would look like if budget wasn’t a limitation and how it could revolutionize the customer experience. Here’s how we approached the development process and the tools we used to create the ultimate AI chatbot.

Step 1: Defining AI Conversational Flows

The first step in building the ultimate AI chatbot is to analyze your current support tickets. In our experience, most inquiries fall into two broad categories: pre-sales and post-sales. Understanding this distinction allows us to build distinct workflows for each, using tailored apps and resources to enhance the customer experience.

• Pre-Sales Conversations: These are potential customers who are gathering information before making a purchase. They may ask about product availability, sizing, or promotions.
• Post-Sales Support: These are customers who have already made a purchase and may need help with tracking their order, returns, or any other follow-up assistance.

By categorizing inquiries this way, we can better organize the chatbot’s responses, reduce support ticket volume, and create a more seamless experience for customers.

Step 2: Pre-Sales Tools and Integrations for AI Chatbots

For pre-sales conversations, the chatbot acts as an extension of your sales team. It provides answers to common customer questions, assists with sizing, and can even recommend products. Here’s how we structured our pre-sales chatbot features:

1. Email Capture via Klaviyo Integration

One of the first features we implemented was a Klaviyo and Voiceflow integration for email capture. Klaviyo is the leading email service provider for Shopify, and it allows us to trigger email flows based on chatbot interactions. After a conversation ends, the chatbot asks if the customer wants to provide their email to receive updates, promotional offers, or follow-up information.

2. Klaviyo Back-in-Stock via Voiceflow Notifications

We noticed a high volume of inquiries around product availability. Using the Klaviyo API and our Streamline Connector, we built a back-in-stock notification flow. The chatbot collects the customer’s preferred product size and color, along with their email address. This data is then sent to Klaviyo, which automatically notifies the customer when the item is back in stock. This system ensures that potential sales aren’t lost due to product unavailability.

3. Product Sizing Recommendations

Sizing is a critical factor in online shopping. Many shoppers inquire about which size would best fit them based on their height, weight, or other personal metrics. The ultimate chatbot must have access to a comprehensive sizing guide that is organized by product categories (e.g., jackets, pants, shoes). The chatbot can recommend a size based on the customer’s input and the available sizing chart, improving conversion rates and reducing returns due to incorrect sizing.

4. Review Sentiment Analysis for Product Recommendations

One of the most exciting features we added was review sentiment analysis. By analyzing product reviews, the chatbot can recommend products that have received positive feedback from similar customers. For example, if a customer asks about a specific product, the chatbot can analyze reviews from similar shoppers and either validate the recommendation or suggest a better alternative based on real customer feedback. This builds trust and helps convert hesitant shoppers into buyers.

Step 3: Post-Sales AI Chatbot Support

Post-sales support is where the chatbot can save your team the most time by automating repetitive tasks. We designed the post-sales workflow to handle common support inquiries without the need for human intervention.

1. Order Tracking and Shipping Information

Many post-sales questions are about order status and shipping timelines. The ultimate chatbot integrates with your order management system via Streamline Connector to retrieve real-time shipping information. It can inform customers if their order has shipped, when it will arrive, and whether it has been split into multiple shipments (a common concern for large orders). This reduces ticket volume and ensures customers are kept informed throughout the shipping process.

2. Returns and Exchanges via Loop Returns

Returns and exchanges are common post-sales inquiries, and Loop Returns is a popular Shopify app for managing this process. We integrated Loop Returns into the chatbot so customers can initiate a return or exchange by simply entering their email address and zip code. This eliminates the back-and-forth between customers and support agents and allows customers to manage their returns on their own.

3. Handling Partial Shipments

Some brands ship large orders in multiple boxes, which can lead to confusion when customers only receive part of their order. The chatbot is designed to detect split shipments and communicate this to the customer, reassuring them that the rest of their order is on its way. This feature drastically reduces the number of tickets related to incomplete shipments.

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Step 4: Advanced Gorgias Integration

For brands using Gorgias as their ticketing system, we’ve added advanced capabilities that take customer support to the next level.

1. Ticket Creation and Management

The chatbot is capable of raising support tickets directly in Gorgias. If the inquiry requires human intervention, the chatbot automatically creates a ticket with all the relevant information—reducing the need for customers to fill out forms or repeat themselves. This ensures a smooth transition from automated to human support when needed.

2. Advanced Ticket Triage: Automatic Routing by Department or Support Level

One of the key enhancements we’ve made is implementing advanced ticket triage. The chatbot can automatically route tickets to the correct department (e.g., billing, shipping, product support) or based on the complexity of the issue. For example, it can assign more straightforward tickets to Level 1 support and escalate complex cases (like technical issues or special orders) to higher-level support teams. This streamlines the support process and ensures that each ticket is handled by the right team.

3. Complex Case Handling

For more complex cases, the chatbot gathers all necessary information before escalating the ticket. This may include product details, order history, or even screenshots provided by the customer. By the time a human agent steps in, they have all the context they need to resolve the issue efficiently.

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Step 5: Additional Features

To build the ultimate AI chatbot, we also added the following features to ensure customers receive timely and relevant support.

1. FAQ Retrieval

Many common questions, such as shipping times and return policies, can be answered by pulling data directly from your Shopify store’s FAQ or policy pages. The chatbot retrieves these answers instantly, reducing the need for human intervention.

2. Coupon Code Lookup

Customers often ask for help finding coupon codes they’ve received via email or promotions. Instead of leaving them waiting for hours or even days, the chatbot can look up and provide the coupon code in real time, preventing potential customers from abandoning their purchase due to delays.

3. Upsell and Cross-Sell Capabilities

The chatbot also functions as a sales tool, suggesting complementary products based on the customer’s browsing history or previous purchases. Using advanced recommendation algorithms like ReBuy, it can increase your average order value by recommending products that pair well with what the customer is already purchasing.

Step 5: Sentiment Analysis for Enhanced Conversations

In addition to handling inquiries and support tasks, we integrated sentiment analysis to monitor the tone of customer conversations. The chatbot can detect frustration, satisfaction, or confusion in real time, adjusting its responses accordingly. If the chatbot detects negative sentiment, it can escalate the conversation to a human agent or offer additional resources to resolve the issue.

Final Thoughts

The ultimate AI chatbot for Shopify is designed to enhance every aspect of the customer journey. From answering pre-sales questions to handling post-sales inquiries, this chatbot integrates with key apps like Klaviyo, Loop Returns, and Streamline Connector to automate repetitive tasks and improve customer satisfaction. It also uses review sentiment analysis and recommendation algorithms to increase sales and ensure customers receive the best product recommendations based on real customer feedback.

Whether you’re just starting to explore AI chatbots or you’re ready to build a fully integrated system, our team can help you create a chatbot that delivers exceptional customer service and drives sales.

Let’s talk about how we can bring the ultimate AI chatbot to your Shopify store and transform your customer experience.

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