WISMO Bot ('Where Is My Order?')

30-50% of support tickets are 'where is my order?'. Your manager spends 4 hours a day copy-pasting tracking links. The customer waits 20 minutes for an answer they could get in 2 seconds.

• ▸ 30-50% of support volume = order-status questions
• ▸ 4 hrs/day per agent wasted on WISMO copy-paste
• ▸ Bot resolution time: <10 seconds vs human 5-20 minutes

Intercom Resolution Bot: customer asks any variant of 'where is my order?' → bot asks for order# or email → calls Shopify API → returns status, carrier, tracking link, and ETA → auto-closes the ticket. Escalates only if the order is delayed or damaged.

1. 01
   Intent detection

   Intercom AI matches WISMO intent on phrases like 'where is my order', 'tracking', 'when will it ship', 'delivery status'.
2. 02
   Identifier capture

   Bot asks for order number or email. Validates format. If neither, escalates to human.
3. 03
   Shopify lookup

   API call to Shopify Orders endpoint with order ID or email. Pulls fulfillment status, tracking number, carrier, and estimated delivery.
4. 04
   Templated reply

   Bot replies with status + carrier + tracking link + ETA in customer's language. Includes 'click for live tracking' link.
5. 05
   Auto-close or escalate

   If delivered or in transit → ticket auto-closes with CSAT request. If delayed >2 days or undeliverable → escalate to human with full context.
6. 06
   Backorder branch

   If order is on backorder, bot offers proactive options: wait, refund, or substitute — based on rules from your ops team.

• ✓30-50% of all tickets close without a human
• ✓First Response Time on WISMO: 5-20 min → <10 seconds
• ✓4 hrs/day saved per support agent
• ✓CSAT improves: customers get instant accurate answers

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