Every returned product means a loss of profit and additional costs for logistics and processing. eCommerce chatbots are becoming an effective solution to reduce product returns and improve the customer experience.

The main reasons for returns are often related to insufficient product information, incorrect customer expectations, or a complicated exchange process. That’s where online customer support through automated systems proves to be highly effective.

How to Reduce Manager Workload with a Bot

Sales managers answer hundreds of repetitive questions every day: about sizes, product availability, delivery terms. This distracts them from more complex tasks that require a human approach. Chatbots for online stores solve this issue by automating routine processes.

NovaTalks offers three types of chatbots for different needs:

Traditional Chatbot:

• Suitable for simple services with a limited number of options
• Quickly configured via an intuitive interface
• Ideal for basic online customer support

NLU Virtual Assistant:

• Understands customers’ natural language
• No need for navigating complex menus
• Ideal for reducing product returns by better understanding customer needs

GenAI Bot:

• Automatically learns from the company’s knowledge base
• Continuously improves its responses
• The most powerful tool for comprehensive automation

Creating a traditional chatbot in NovaTalks takes just a few minutes: simply enter the name, description, and set up basic conversation logic. The system supports multilingual functionality, which is critical for international eCommerce projects.

Return Automation

Return automation transforms a complex process into a simple step-by-step algorithm. Instead of waiting for a manager’s response, the support chatbot instantly provides all necessary information.

Key features of return automation:

• Automatic eligibility check – the bot analyzes the product category and return policy
• Document collection – the system requests product photos, return reason, and contact details
• Request creation – all data is structured and forwarded to the responsible employee
• Status tracking – customers receive updates at every stage of the process

NovaTalks allows customized logic for different product categories. Integration with working hours calendars ensures realistic customer expectations regarding processing times, reducing repeat inquiries.

AI Chatbot in eCommerce

An AI chatbot in eCommerce represents the most modern approach to automating customer service.

Unique capabilities of NovaTalks chatbot:

• Multilingual customer support – automatically detects and serves customers in their preferred language, expanding your business reach
• Self-service menu – creates an intuitive ticket categorization system, enabling customers to quickly find answers without waiting for an operator
• Smart working hours management – automatically adjusts logic during off-hours, informing customers of the schedule and suggesting alternatives
• Intelligent dialogue routing – automatically assigns conversations to agents with the required skills and ratings, ensuring quality support
• Personalized customer experience – remembers the last assigned agent and redirects repeat inquiries to them if available
• Multi-level menu – creates a complex self-service structure with submenus, external links, and quick navigation between sections
• Automatic quality assessment – gathers customer feedback after each conversation, helping analyze and improve service levels
• Fast setup and launch – ready to go in minutes thanks to an intuitive interface and templates

NovaTalks can also create a custom AI bot tailored specifically to your needs.

Personalization for Your Business – ability to create custom AI queries and add them to the function list.

Additional AI Features from NovaTalks: AI Assistant

In addition to chatbot capabilities, NovaTalks offers another innovative advantage – an AI Assistant for operators. This smart assistant is integrated with OpenAI and appears as convenient buttons directly in the agent’s workspace, significantly boosting customer service efficiency.

Key benefits of the AI Assistant:

• Instant conversation summaries – automatically creates a short overview of the dialogue, helping the new agent quickly understand the context when a customer is transferred
• Automatic reply generation – intelligently analyzes customer inquiries and suggests ready-made responses, speeding up service and increasing agent productivity
• Smart rephrasing – transforms standard templates into personalized messages, making communication more natural and individualized
• Auto-correction – ensures flawless quality of outgoing messages by instantly correcting errors
• Flexible text length control – adapts message length to suit the situation, making them more concise or detailed as needed
• Tone adaptation – instantly switches communication style between formal and friendly, allowing agents to adjust to different customer expectations
• Instant translation – removes language barriers, enabling quick and accurate translation of messages into English and other languages for effective international customer service

With the AI Assistant, your agents work faster, more efficiently, and deliver higher-quality service without wasting time on routine tasks.

Benefits of NovaTalks for eCommerce

NovaTalks is a user-friendly platform that helps fully manage customer interaction for eCommerce businesses. It combines ease of use with powerful automation features.

Key platform benefits:

Flexible customization:

• Three types of chatbots for different business needs
• Step-by-step functionality scaling
• Tailored to each store’s specifics

Fast implementation:

• Create a basic bot in just a few minutes
• Intuitive interface with no technical skills required
• Gradual addition of new features

Analytics and quality control:

• Built-in service evaluation system
• Detailed reports on chatbot performance
• Continuous process improvement

Integration and scalability:

• Multichannel (web chat, messengers, social networks)
• Easy to scale as your business grows

The result of using NovaTalks chatbots for eCommerce:
Significantly fewer product returns, improved customer satisfaction, and optimized support team performance. Customers get fast answers to their questions, reducing the likelihood of impulsive purchases.

Ready to simplify and enhance your eCommerce business operations?

Don’t let product returns eat into your profits!
NovaTalks chatbots provide all the tools to build an effective online customer support system that works 24/7.

Start using NovaTalks today and enjoy:

• A noticeable reduction in product returns
• Lower workload on your managers
• Increased customer satisfaction
• Better customer experience at every stage of the buying journey

Quick setup and your AI chatbot is up and running, helping you interact more effectively with your customers.

Try NovaTalks free for 14 days and see how modern technology can transform your business!