The future of customer support is here. As we have seen in so many industries and professions over the past 15 years, computer automation is changing how our support teams manage customer relations. However, eDesk has taken a huge leap beyond this, utilizing the power of both artificial intelligence and machine learning to revolutionize eCommerce customer support.
AI in eCommerce is experiencing unprecedented growth. The AI-enabled eCommerce market is valued at $8.65 billion in 2025 and is projected to reach $64.03 billion by 2034, demonstrating the massive shift toward artificial intelligence in eCommerce across all business operations.
A.I. and M.L., as they are usually abbreviated to, involve the use of computing power to predict outcomes based on historical events. In other words, any system that is powered by A.I. and M.L. gets smarter the more you use it. It builds on previous exchanges and learns organically. The potential that this has for customer support is incredible, and we are incredibly excited to be leading the way in demonstrating how to use AI in eCommerce support effectively.
1. Boosting Response Times Through Intelligent Automation
Supporting eCommerce transactions presents an ideal opportunity to apply AI in eCommerce solutions. Together, they dramatically reduce the time it takes to close tickets. As hectic as it seems at times, eCommerce support actually falls rather neatly into specific categories: delivery, cancellations, replacement, invoicing and so on.
By 2025, AI is projected to drive 95% of customer interactions, showcasing the transformative impact of automation on response efficiency. Analyzing over 10 million support events across 2,000 clients, we saw that over 80% of tickets predominantly fell into the categories below:
- Delivery queries
- Defective Product
- Return
- Cancellation
- Copy Invoice
More than likely, you will already have (or you should have) created canned responses to help your support team successfully answer the most common issues. Your agent reads the ticket, interprets it, then manually selects the appropriate reply, adjusts it and bingo — the problem is solved.
An AI in eCommerce helpdesk software expedites this process with precision. Using A.I., eDesk reads and interprets the incoming query, looks at previous answers provided to similar issues, then presents users with the most likely reply to send. In just one click, that ticket is resolved, and the agent moves on to the next one. This can reduce your time to answer from several minutes to just a few seconds, with AI chatbots capable of automating up to 70% of customer requests.
Imagine this now happening over the course of an entire week. Think how much time you and your team would save. It would free them up to concentrate their efforts on more complicated tickets — those that couldn’t really be predicted and require in-depth investigation. This is a perfect example of one of the many AI use cases in eCommerce that deliver immediate operational benefits.
For businesses looking to implement similar solutions, explore our comprehensive guides on AI customer support and automated customer service to understand the full scope of possibilities.
2. Going Beyond Simple Pattern Recognition with Advanced AI
With eDesk, it’s not merely pattern recognition — we use full-blown A.I. to predict your answers. It’s easy to imagine how a computer would be able to interpret and solve the following problem: “You sent me the wrong product”.
This issue is relatively easy to work out. There are very clear keywords: “wrong” and “product”. A basic software package could quickly recognize them and respond appropriately. This would be an example of pattern recognition. Not all tickets are so simple, however.
AI eCommerce tools are far superior, able to interpret more complex problems like “You sent me the blue one when I chose the green one”. There are a number of composite parts to this ticket, which must be interpreted as one to be answered correctly. eDesk does exactly this, suggesting an accurate response to the support agent.
Companies that excel at AI-driven personalization generate 40% more revenue than those that don’t, highlighting how advanced AI interpretation capabilities directly impact business outcomes. A.I. answers improve over time — in line with the amount of history it has to analyze. The more information it has, the better it can predict.
An example of how eDesk’s A.I. is seamlessly incorporated into the ticketing system.This sophisticated approach to artificial intelligence in eCommerce goes beyond simple keyword matching to understand context, sentiment, and customer intent. By 2029, agentic AI will autonomously resolve 80% of common customer service issues without human intervention, representing the next evolution in customer support automation.
Learn more about implementing these advanced capabilities through our resources on AI in eCommerce and discover AI in eCommerce examples in our customer service strategy guide.
3. Opening Businesses Up to International Markets Through AI Translation
AI works across multiple languages, making it one of the most powerful AI use cases in eCommerce for global expansion. eDesk users who sell across borders in different languages, or have aspirations to do so, can now make it even easier for their team to support customers in languages other than their mother tongue.
We’ve built in an accurate auto-translation feature, supporting all the major international languages, that instantly recognizes the language used in the incoming ticket. The translation then happens in an instant. This eliminates the need for multi-lingual support agents and the associated costs.
eDesk’s auto-translation feature in action
Not only that, but eDesk also translates the outgoing response. All your agent has to do is type out the message as normal, or allow eDesk to generate an appropriate response for them, and the message will be automatically translated into the customer’s preferred language.
AI implementation in logistics has resulted in a 15% reduction in logistics costs, a 35% improvement in inventory management, and a 65% boost in service levels. This demonstrates how AI in eCommerce software extends beyond customer service to impact overall business operations.
For businesses looking to expand internationally, this AI-powered translation capability removes language barriers and enables seamless customer support across multiple markets. Explore our guide on multi-language customer support to learn more about implementing these solutions.
The Future of AI in eCommerce Support
As of 2025, 50% of businesses are actively using AI in eCommerce, with 89% of retailers using AI daily or testing it through pilot programs. This widespread adoption reflects the undeniable value that artificial intelligence in eCommerce brings to modern business operations.
The statistics speak for themselves: companies implementing AI strategies report an average revenue increase of 10-12% and project profitability gains of 59% by 2035. These results show that AI in eCommerce is not just a technological upgrade, it’s a business imperative for staying competitive.
If you are interested in seeing for yourself how an A.I. powered helpdesk, purpose-built for eCommerce, can revolutionize your customer support, then start your free trial today. Discover more AI in eCommerce examples through our AI customer support tools guide and learn about the best AI customer support software available.
We are so excited to see the difference it will make to you and your business. The future of AI in eCommerce is here, and it’s transforming how businesses connect with their customers worldwide.
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