How Nurix AI is Revolutionizing Order Tracking & Returns

Automated post-purchase support, real-time order insights, and seamless customer experience.

The Problem:
Post-Purchase Chaos

A major retail brand was facing a challenge familiar to many in eCommerce: post purchase chaos.

Once a customer placed an order, the support team would be flooded with queries, mostly “Where’s my order?”, “How do I return this?”, or “When will I get my refund?”. Most of these were simple, but still consumed time and added pressure on already stressed support teams.

The problem was bigger than just volume. Customers reached out through different channels — chat, email, or calls, and often across time zones, but the support team was not available 24/7. Internal workflows weren’t smooth, agents had to jump between tools to find order info or process returns, slowing everything down. On top of that, regular hiring and training new agents to handle this load was becoming increasingly costly.

That’s when the brand partnered with Nurix AI to deliver automated, omnichannel support through chat, voice, and email, improving responsiveness, lowering costs, and making post-purchase smoother for everyone.

‍

The Use Case

Order Tracking

Return Initiation

Refund Status Updates

FAQ Handling (return window, eligibility, etc.)

SCHEDULE A CUSTOM DEMO

The Solution:
Built for Scale, Trained for Precision

Automated Queries

Addressed common questions on order status, returns, and refunds with context-aware LLM responses, reducing agent workload.

Real-Time Personalization

Used Retrieval-Augmented Generation (RAG) to pull live data from OMS, CRM, and shipping APIs for accurate, personalized answers.

Operational Efficiency

Reduced the need for constant agent hiring and training by automating repetitive tasks, cutting support costs while improving speed and consistency.

Seamless System Integrations

Worked within existing workflows and platforms while routing complex cases to human agents when needed.

24/7 Multilingual Support

Offers round-the-clock assistance via chat, call, and email, catering to customers across regions and time zones.

Nurix AI transformed how we handle post-purchase queries across channels. Customers now get instant answers, our agents stay focused on high-value tasks, and overall support costs have gone down without compromising on experience.

— Customer Success Manager

The Impact:
Lower Costs. Better Experiences.

70%

of post-purchase queries

Were fully resolved by the AI without human involvement.

60%

drop in turnaround time (TAT)

For common queries like order status and returns.

+0.9 points

CSAT improvement

Within weeks of AI deployment of launching the multimodal assistant

35%

Support Cost reduction

Driven by fewer escalations and minimal agent training needs.

Stop handling post-purchase queries manually.

Start delivering faster support.

Let Nurix AI turn every order into a smoother experience.

Experience our solution