01
Customer service inbox triage
Every email, chat and marketplace message is tagged by intent and urgency, matched to its order and routed to the right queue, so agents start from the answer.
AI for Retail Brands
Take the repetitive work out of retail, from triaging the customer service inbox and resolving order queries to reading the trading data, so growth doesn't mean headcount.
What it does
We build AI tools that clear the customer service queue and surface what's selling, so your team spends its time on customers and range, not tickets.
Tom&Co AI builds AI automation for retail and DTC brands. We triage customer service inboxes, resolve order, delivery and returns queries, and pull sales, stock, ads and analytics into one view that flags anomalies, so your team spends its time on customers and range, not tickets.
02
Order and returns resolution
Routine delivery, returns and refund queries answered from live order and courier data in your brand voice, with agents handling only the exceptions.
03
Trading and marketing insight
Sales, stock, ads, web analytics and CRM data in one daily view, with anomalies and opportunities called out and paid media built on what converts.
These are the problems we see most often in retail brands. Yours won't be identical, so every build starts with understanding how your business works, then shaping the solution around your systems, team and goals.
How AI automation works for retail brands
An example: a customer emails to ask where their order is.
The AI tags the message by intent and looks up the order and tracking.
Routine queries are answered following your rules. Anything complex goes to the right queue with the order details attached.
Delivery, returns and refund requests are resolved without anyone copying data between systems.
Query trends feed into the daily trading view alongside sales and stock.
How we'd approach it
Discovery
We learn your business first: a half-day with ecommerce, service and operations teams mapping where time and margin leak.
First build
Often customer service inbox triage, connected to your helpdesk and order platform.
Scale
Extend into order resolution, trading insight and acquisition, run by your own team.
Proof it works.
Inbound requests read and raised end to end, saving 75% of staff time per job. The same pattern powers inbox triage.
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Automated Job Creation
Automated BigChange job creation from inbound emails and safeguard SLA compliance across their client base consisting of tens of different insurance clients.
75%Staff time saving per job
View case study →FAQs
Retail AI automation FAQs
What can AI automate for a retail brand?
Customer service inbox triage, order, delivery and returns queries, and trading reports that combine sales, stock, ads and analytics.
Can AI answer customer service emails?
Yes, for routine queries such as order status and returns, following rules you set. Anything else is routed to your team with the context attached.
Will it replace our customer service team?
No. It clears the repetitive tickets so your team can deal with the conversations that need a person.
Does it work with our eCommerce platform and helpdesk?
We build on the systems you already use. We confirm the integrations in Discovery.
How long does it take?
A half-day Discovery, then a first build that typically takes two to four weeks.
Ready to transform your retail operations?
Not sure where AI fits yet? Tell us what's slowing your team down and we'll show you what's possible, whether it's on this page or not.
Let's Talk