InvisibleCommerce provides a vertically integrated AI customer experience platform that resolves e-commerce support tickets end-to-end, handling returns, order issues, tracking, and claims within a single automated conversation. The platform's AI agent, Cavalry, can autonomously issue refunds, authorize RMAs, and process replacement orders, eliminating the need for portal links or transfers to other systems. Real-world deployments report between 69% and 78% ticket automation at peak, with significant reductions in seasonal staffing needs.
Funding
Funding not disclosed
Founders
Product
Problem
Most AI customer service chatbots only answer questions and then escalate unresolved issues to human agents, forcing shoppers into portal links, phone calls, or waiting for a separate specialist queue. This leaves common e-commerce problems like missed promo codes, defective items, late shipments, and wrong orders unresolved within the conversation, creating friction for customers and extra workload for support teams.
Solution
InvisibleCommerce provides a vertically integrated AI customer experience platform where a single AI agent owns the entire resolution workflow—returns, orders, tracking, and claims—from start to finish. The AI agent, Cavalry, is able to execute real actions such as applying missed promo codes and issuing refunds, authorizing return merchandise authorizations (RMAs) with shipping labels, processing replacement orders, and filing claims for defective items, all within the same chat thread. The platform is designed to handle these tasks inline without transferring the customer to another vendor's queue or requiring portal links. By automating these complex, multi-step resolutions, the platform aims to reduce seasonal staffing needs and achieve high rates of ticket automation, as reflected in customer-reported metrics.
Target Audience
Primary customers are e-commerce retailers, direct-to-consumer brands, and online marketplace operators seeking to automate customer experience workflows and reduce seasonal support staffing costs.
Features
- AI agent performs transactional actions directly in chat, including applying promo codes, issuing refunds, authorizing RMAs, and processing replacements
- Vertically integrated workflow covering returns, orders, tracking, and claims without external portal links or handoffs to other queues
- Tone-matched customer interactions with contextual follow-through, including checking shipping windows and confirming delivery dates
- Seamless handover to human agents for cases beyond AI scope, maintaining conversational continuity
- Built-in email confirmation for refunds, claims, and shipping labels to keep customers informed
- High automation capacity, with customers reporting up to 78% AI automation at peak and 69% of tickets fully automated