AI Agents That Work Across Every Channel

Chat Agents — Always-On Support

AI chat agents handle WebChat and SMS conversations with real access to your commerce data. They don't just answer questions — they take action on orders, subscriptions, and payments.

• Order lookups and tracking — instant status, shipping info, and delivery estimates
• Subscription management — pause, cancel, delay, update billing, or resume on the spot
• Card updates — securely update stored payment methods via hosted fields
• Product recommendations — suggest products based on purchase history and catalog data
• Coupon generation — create and apply promotional coupons mid-conversation
• Contextual handoff — transfer to human agents with full conversation history and issue summary

What Customers Can Do

Your customers get instant answers and can take real action without waiting for a human agent.

• Track an order and get real-time shipping updates
• Look up subscriptions and manage changes
• Update expired cards for recurring orders
• Pause, resume, cancel, or delay subscriptions
• Get product advice powered by your item data and StoreFront content
• Open a support ticket when human help is needed

Phone Agents — Voice Support That Never Sleeps

AI phone agents handle real voice calls with the same customer context and commerce capabilities as your human agents. Assign them to specific queues, use them for after-hours overflow, or let them handle routine calls entirely.

• Overflow handling — when your team is busy, AI picks up the call with full context instead of sending customers to voicemail
• Queue assignment — assign AI agents to specific departments or queues just like human agents
• Order taking — process new orders and PCI-compliant payments over the phone
• 24/7 availability — customers reach a knowledgeable agent at any hour
• Same commerce access — look up orders, manage subscriptions, update cards, and generate coupons

AI Coaching — Real-Time Guidance for Human Agents

AI doesn't have to replace your team — it can make them better. AI coaching sits alongside your human agents during live phone calls, delivering a real-time text feed of suggestions, customer data, and next-best-action recommendations.

• Product suggestions — recommends items based on the customer's purchase history and current conversation
• Customer context on demand — surfaces order details, subscription status, or account info as the agent needs it
• Organization-specific coaching — trained on your policies, procedures, and knowledge base
• Non-intrusive delivery — coaching appears as a text feed alongside the call — your agent decides when to use it

Ticket Drafting — Grounded in Real Store Data

Generic helpdesk AI sounds confident while being wrong — especially on the scenarios that dominate ecommerce tickets. UltraCart's ticket drafting agents work inside Zoho Desk and anchor every response in actual order, shipping, and subscription data.

• Draft and review — AI drafts customer-ready replies inside Zoho Desk for your team to review before sending
• Specialist routing — a dispatcher classifies tickets and routes to specialized agents for returns, subscriptions, technical issues
• Store-grounded responses — agents reference real order history, shipment tracking, and your policy knowledge base
• Activity logging — every draft, classification, and data lookup is logged for transparency

How It Works

Create Your Agent

Give it a name, profile image, and personality that matches your brand voice. Create multiple agents for different use cases.

Choose Capabilities

Toggle what the agent can do — order lookups, subscription management, ticket creation, payment processing, coupon generation.

Control Scope & Spend

Set daily and monthly budget caps. Assign to specific queues or channels. Monitor conversations in real time.

Security & Control

You decide exactly what data and actions are permitted, you can watch conversations in real time, step in or take over at any moment, and review outcomes across your storefront. Full visibility and granular controls — automation without sacrificing oversight.

Frequently Asked Questions

Do I need third-party tools to connect order or shipping data?

No. AI agents are built into UltraCart with direct access to the data you allow — no plugins, APIs, or middleware required.

Can AI agents handle phone calls and chat at the same time?

Yes. Create separate agents for different channels, or assign a single agent to handle both chat and phone queues based on your routing rules.

How does AI coaching work during a call?

The AI listens to the call and delivers real-time suggestions in a text feed alongside the call interface. Your human agent sees recommendations but decides what to use.

Does the Zoho Desk integration send responses automatically?

No. The AI drafts responses for your team to review before sending. It's a human-in-the-loop system by design.

What happens if no human agent is available?

AI agents can automatically create tickets via email, UltraCart Tasks, or Zoho Desk and notify the customer with next steps.

How many agents can I run?

Create as many as you need — with different personalities, capabilities, and channel assignments. Each can have its own knowledge base and budget.

Are AI agent payments PCI compliant?

Yes. Both chat and phone agents use the same PCI Level 1 compliant infrastructure as human agents. Card data is never exposed in conversation.