How Nurix AI is Revolutionizing Order Tracking & Returns

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

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Smart Lead Capture

Conversational Buyer Engagement

Intent-Based Prioritization

The Problem:
Post-Purchase Chaos

A major retail brand was facing a challenge familiar to many in eCommerce: post purchase chaos.
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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.
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The problem was bigger than just volume. Customers were in different 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.
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That’s when the brand partnered with Nurix AI to automate the process, reduce manual costs, cut response times, and improve the overall customer experience.

The Solution:
Built for Scale, Trained for Precision

To streamline customer support and reduce operational strain, the brand implemented Nurix AI, a conversational assistant built to handle high-volume post-purchase interactions efficiently.

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. 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

reducing buyer wait times and speeding up sales cycles

60%

drop in turnaround time (TAT)

from AI-engaged visitors.

+0.9 points

CSAT improvement

within weeks of AI deployment.

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.

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