Answer order-status and policy questions from the live order record, hand anything legally operative to a named person, and never re-promise a date the merchant's own systems have not confirmed.
Pull the order, its per-line fulfilment state and the live carrier scan from supported commerce.
02
Timestamp every field the agent reads, and carry that as-of time forward into the answer.
Reason
03
Compose the reply from those fields, with the AI disclosure stated before anything else.
04
Apply the merchant's published shipping, return, warranty and privacy text as written.
05
Tie each stated fact to the field it was read from, and mark what the record does not say.
Decide
06
Detect a shipping promise, a warranty claim, a cancellation or a dispute inside the contact.
07
Route those contacts to the Customer Experience Escalation Lead instead of answering them.
Out
08
Retain the fields read, the reply, the disclosure and the routing against the ticket.
09
Execute write actions only inside the approval boundaries agreed during implementation.
→Product statement
The agent answers from the record; the escalation lead decides anything discretionary, and a delay notice or a refund stays with the people the merchant has named to author them.
Example workflow
One contact, arrival to answer
AgentHuman
1Contact receivedChat, email, voice or the helpdesk queue
2Context assembledFulfilment state per line, carrier scan, tender, policy version and subscription status
3Reply composedThe answer, its as-of time, any escalation trigger hit and confidence
4Controls appliedAI disclosure, source-field checks, escalation-trigger checks and confidence threshold
No human action required
Stages 1 to 4 run unaided and nothing has been sent — the lead's lane stays empty until a trigger fires or the confidence gate opens it.
5DecisionBranches at the confidence threshold
High confidence
Sends on the approved path.
Low confidence
Goes to the escalation lead first.
Escalation lead
The reply is held with the fields it read, its triggers and the confidence.
Send · Rewrite · Escalate to compliance
Released — answer sent▼
6Helpdesk record updatedOnly where write access and approval policy allow it
7Outcome evaluatedStatement accuracy against the record, escalation outcomes, reopens and post-answer corrections
Amendments
Every rewrite made in review is counted in the evaluation.
What should not run autonomously
Human approval stays in control
Outside the boundary — human approval required8 items
Issuing a delay notice, or the renewed notice after it.
Authorising a refund, or stating when one will land.
Deciding a warranty claim or what its coverage reaches.
Denying, delaying or conditioning a subscription cancellation.
Automation boundaryAgent acts unaided
✓Report tracking from the live carrier field with its as-of time for the named owner.
✓Restate the published return.
✓Resend an order confirmation or invoice to the email.
✓Answer product-attribute questions from the live catalogue record.
Any write happens inside the boundaries agreed at implementation, never ahead of the lead's release.
Changing a shipping address, recipient or method after labelling.
Any statement about a bank or card dispute's timing or outcome.
Age-restricted, prescription, firearms or recalled-product contacts.
Granting a policy exception, goodwill credit or price adjustment.
Example output
One answer, annotated
Everything the agent states is attached to the field it was read from.
Order-status output · single contactIllustrative example
Order
Stated answer
Carrier status
Source of record
Confidence
Disclosure
Two-line order
One line is scanned and moving; the second is still unfulfilled
In transit
Live carrier feed
93%
Stated as AI at the start
As receivedTaken from the order record and the carrier feed at the time of reading.
Fields readPer-line fulfilment stateLatest carrier scanPublished shipping text
Why this answerIt reports what the feed said as of the read, and stops short of a delivery date.
ActionSendRewriteEscalate to compliance
What the score decidesBelow the configured threshold the reply routes to the escalation lead instead of.
Value
Where AI adds value
The same four claims, placed at the point in the workflow where each one applies.
Where the value landsValue 01 – 04
Every contactFrom the order record
03Answering
Answer from the record
Draw on the live order, carrier and published-policy fields the merchant already maintains.
01Approved path
Answer without the queue
Routine status and policy questions come back without a wait.
02Human review
Send the desk what carries risk
Promise, warranty, cancellation and dispute contacts are flagged, so the lead's time lands where exposure sits.
04Build an evidence trail
The question, the record it drew on and the routing stay with the ticket.
Integrations
Typical integrations
Five system groups connect to the same agent. Which of them are in scope is decided in discovery.
Commerce platform and OMSShopify Salesforce Commerce Cloud
The metric is the materially-incorrect-statement rate, read as a lift against the all-contact baseline. A handful of reason codes carry most of the wrong statements Nestack reports it by slice rather than in aggregate..
Slice performance — reported separately, not only in aggregateIllustrative example
Slice
Failure rate
Lift
Lift vs. threshold
Status
Split orders, ship date missed
4.5%
3.2×
Review
Cancellation asked mid-contact
3.5%
2.5×
Review
Warranty outside the window
2.1%
1.5×
Watch
Single line, shipped, scanned
0.7%
0.5×
Normal
Bar: materially-incorrect-statement lift vs. the all-contact baseline · scale 0–4.0× · tick marks the 2.0× review threshold2 of 4 slices over threshold
Evidence-linked improvement
What a cycle has to leave behind
Nothing closes on an explanation. The cycle ends when the failure exists as a regression case the next release has to pass.
Improvement cycle · five stagesSwitchback — the path turns at Improve and returns at Learn
01Detect
Incorrect-statement rate climbs in one contact reason.
02Diagnose
The escalation lead reads the contacts and the fields behind them until one cause is left.
03Improve
The fix is written against a version, with the orders that motivated it attached.
04Verify
Release is blocked until the affected regression cases pass again.
05Learn
The case joins the permanent suite and the response playbook.
Learn → DetectThe return edge. Each pass begins with more cases to clear than the one before it.
Typical build scope
Twelve workstreams across six weeks
The build scope read against the delivery timeline. Week structure follows the six-week plan — discovery, sources, answering workflow, evaluation, integration, then production validation and handover.
WorkstreamWeek 1Week 2Week 3Week 4Week 5Week 6
01Contact workflow discovery and boundary definition.
02Commerce and order-system assessment.
03Policy-text, disclosure and escalation-rule mapping.
04Order and carrier ingestion with field.
05Answering logic and source-field binding.
06Confidence scoring and escalation routing.
07Escalation-lead review.
08Helpdesk and telephony integration.
09Response regression cases.
10Guardrails and escalation controls.
11Conversation-trail instrumentation.
12Deployment, documentation and Agent Care handover.
12 workstreams · 6 weeks · bar shows the weeks a workstream is active — several run in parallelFinal scope and sequence confirmed in discovery
Engagement tiers
What each tier includes
Rows are the capabilities named in each tier's scope. Higher tiers include everything below them.
Capability✓ in scope · — not at this tierPilotOne channel, one brandProductionProduction contact volumeAdvancedMultiple brands / regions
Introduced at Pilot
Answers from your systems of record✓✓✓
Escalation-lead release✓✓✓
Response-quality baseline✓✓✓
Introduced at Production
Reporting by contact reason—✓✓
Escalation workflow in your desk—✓✓
Approved write-back to the ticket—✓✓
Helpdesk integration—✓✓
Introduced at Advanced
Multi-region policy sets——✓
Multi-stage escalation paths——✓
High contact volume——✓
Enterprise contact controls——✓
Build priceFrom $5,000From $8,000Custom quote
Final build priceConfirmed after discovery based on integrations, workflow complexity, transaction volume, approval controls and deployment requirements.
Separate from buildBuild pricing is separate from recurring Agent Care, which covers managed monitoring, evaluations, incidents and verified improvements after launch.
What we need from you
What you bring, and what we build with it
Each input maps to a piece of build scope and a week in the delivery timeline.
You bringWe build with it
01Your contact reasons and the systems behind them→Contact workflow discovery and boundary definitionWeek 1
02Representative resolved contacts→Answering baseline, field binding and disclosure wordingWeek 2
03Your published shipping, return and privacy text→Policy-text, disclosure and escalation-rule mappingWeek 1
04Access to relevant APIs, feeds or exports→Commerce, desk and carrier assessment, then integration setupWeek 2
05Contacts you would not want repeated→Response regression cases and failure-mode testingWeek 4
06Where an answer must stop and wait for a person→Confidence scoring, escalation routing and approval controlsWeek 3
07A named escalation lead to review answers→Escalation review workflow, then pilot and production validationWeeks 5–6
Nothing else is requiredDeployment, documentation and Agent Care handover are ours.
Delivery timeline
Four phases across six weeks
Each phase sits on the weeks it actually occupies, and week 5 carries both evaluation and launch work.
PhaseW1W2W3W4W5W6
DiscoveryW1
BuildW2 – W3
EvaluateW4 – W5
Pilot & LaunchW5 – W6
Week focusW1Contact workflow discovery, policy mapping and the automation boundaryW2Contact sources connected, then a baselineW3Answering workflow, confidence logic and escalation controlsW4Evaluation suite, guardrails and failure-mode testingW5Helpdesk integration, pilot queues and targeted correctionsW6A live contact queue answered under review, then Agent Care handover
Reading the bandEach bar covers only the weeks its work is named in. The week 5 overlap is real, not padding.
At the end of W6Validation closes on live contacts, and Agent Care picks up monitoring.
DurationSix-week plan shown · typical delivery 4–6 weeks depending on scope confirmed in discovery.
Next step · Retail AI agent
Build an order-status agent around your escalation path.
Show us your contact reasons, your order systems and who holds the exceptions. Where a contact touches a shipping promise, a warranty, a cancellation or a dispute, we will show you where the agent stops and who picks it up.
