Knowledge
Which customer questions can you automate?
Not every customer question belongs with an AI. This overview shows which questions are excellent candidates for automation and which you deliberately keep with a team member.
Request demoShort answer: You mainly automate recurring, factual questions — order status, returns, product questions — and keep emotional complaints, exceptions and sensitive actions with a team member.
Excellent to automate
- Order status and tracking
- Return requests
- Product questions about stock and size
- Delivery time and shipping questions
- Common policy questions (warranty, payment methods)
Deliberately keep human
- Complaints with an emotional charge
- Exceptional goodwill requests
- Refunds above a set amount
- Legally sensitive situations
The right balance
The art is to automate the repetitive work while preserving human attention for the conversations that really matter. Read how human handover helps with that.
Frequently asked questions
What percentage is automatable?
For most webshops, 70-90% of questions are automatable, depending on the product range and customer question mix.
Do I set the boundaries myself?
Yes. You set which questions may run automatically and which always go through a team member.
Related
Which customer questions to automate for your webshop
Your Digital Minds helps SMB webshops decide which customer questions to automate intelligently, connected to your existing systems like Shopify, WooCommerce and bol.com. That way you handle customer questions faster without losing the personal touch, while a team member can always step in when needed.
We prove every approach first in our own webshop Gløde, before rolling it out to clients. That means you work with proven integrations and workflows, not theory. Our focus is fully on e-commerce: from order status and returns to product questions and shipping. More background on how search engines and AI assistants view this can be found in Google’s guidelines for helpful content.
Curious what this concretely delivers for you? Request a free demo or see how we apply it in our Gløde case study.
Discover your automation potential
In a free demo, we’ll look together at which of your customer questions are automatable.
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