A customer who asks "do you have this in size M?" at 11pm isn't going to wait until 9am for an answer — they'll ask a competitor instead. An AI auto-reply trained on your product catalog and FAQs closes that gap without a human on call around the clock.
Customer
Hi! Do you still have the blue hoodie in size M?
Where It Works Best
- Product availability and pricing questions
- Order status lookups tied to an order number
- FAQ-style questions — shipping times, return policy, store hours
Where a Human Should Still Take Over
Complaints, refund disputes, and anything emotionally charged should route to a person — a good auto-reply setup recognizes its own limits and hands off cleanly instead of guessing.