AI chatbots have become indispensable tools for Shopify store owners, offering a way to streamline operations and enhance customer service. However, not all tasks are suited for automation. Understanding the balance between what Shopify AI chatbots should and shouldn’t handle is crucial for maintaining a personal touch while optimizing efficiency. This blog post delves into the do’s and don’ts of employing AI chatbots in your Shopify store.

Tasks Shopify AI Chatbots Should Handle

1. Customer Service and FAQs

Chatbots excel at answering frequently asked questions (FAQs) around the clock. They can handle queries about product availability, shipping policies, order tracking, and return procedures, offering instant responses that can significantly improve customer satisfaction.

2. Product Recommendations

Leveraging customer data and browsing behavior, AI chatbots can provide personalized product recommendations. This not only enhances the shopping experience but also increases the likelihood of cross-sells and upsells.

3. Order Status Updates

Customers often inquire about the status of their orders. Chatbots can efficiently provide real-time updates on order processing, shipment, and delivery, reducing the workload on human customer service representatives.

4. Basic Troubleshooting

For common issues such as payment errors or account login problems, chatbots can guide customers through basic troubleshooting steps before escalating the issue to a human if necessary.

5. Collecting Customer Feedback

Post-purchase feedback is vital for business growth. Chatbots can automate this process, reaching out to customers for feedback on their shopping experience and products purchased.

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Tasks Shopify AI Chatbots Shouldn’t Handle

1. Complex Customer Service Issues

While chatbots can handle straightforward queries, complex or sensitive issues require a human touch. Emotional nuances and complicated problems are better addressed by human customer service representatives who can provide empathy and tailored solutions.

2. Negotiations and Custom Orders

Chatbots lack the nuance and flexibility needed for negotiations or discussing custom orders. These tasks require a deep understanding of customer needs and the ability to offer creative solutions, which are best handled by humans.

3. Technical Support Requiring Expertise

In-depth technical support, especially for products requiring expert knowledge, should be directed to specialized human agents. Chatbots may provide basic troubleshooting but cannot replace the detailed guidance and problem-solving skills of a human technician.

4. Handling Personal Data and Privacy Concerns

When customers have concerns about privacy or need to handle sensitive personal information, direct them to a human representative. Trust and security are paramount, and customers may feel more comfortable discussing these issues with a person.

5. Addressing Feedback on Products or Services

While collecting feedback can be automated, addressing and acting on it should be a human-driven process. Personal responses to feedback show customers that their opinions are valued and taken seriously for business improvement.


AI chatbots are transforming the way Shopify stores interact with customers, offering significant advantages in efficiency and customer service. However, recognizing the limitations of chatbots is essential to ensure that customers still receive the personal attention and expert service they deserve. By strategically deploying chatbots for appropriate tasks while reserving complex issues for human intervention, Shopify store owners can provide a seamless, efficient, and personalized shopping experience. Balancing automation with the human touch is the key to leveraging AI chatbots effectively in the e-commerce domain.

Greg Ahern
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