When customers reach out with questions like “Can I exchange the blue top I just ordered?” or “Can I exchange the sunscreen I ordered for a larger amount?,” they expect service agents to provide immediate, helpful and accurate answers about the specific top or sunscreen that was ordered. In today’s world, this applies to both human and AI service agents.
At Kustomer, we’re meeting and even exceeding those expectations by equipping our AI Agents with advanced capabilities through our new Shopify Search Orders Tool. This enhancement empowers AI and human agents alike to access detailed, customized Shopify order information—going far beyond standard integrations offered by many other customer support solutions.
Taking Shopify Integration Further with Metafields
We find that many of our customers using Shopify will customize their stores using metafields, custom data fields that store specialized details about products, customers, orders, and more. These metafields allow brands to include data points like product weight, materials, care instructions, internal fulfillment notes, downloadable manuals, or other custom information crucial to both customers and internal workflows.
While many customer support platforms provide basic Shopify integration to retrieve general order status or billing information, Kustomer takes this capability a step further. Our AI Agents can instantly retrieve comprehensive Shopify data, including these custom metafields, directly within the conversation. This means no more manual lookups, switching between systems, or delayed responses.
For example, a customer who just ordered sunscreen for an upcoming trip asks customer support to confirm the size and weight of the bottle. Because Kustomer’s AI Agent now has access to this data in Shopify, the AI Agent can answer instantly and precisely with the information requested without having to transfer to a human agent.
This richer level of data retrieval sets Kustomer apart, delivering faster, more accurate, and more personalized customer experiences.
Advanced AI-Powered Retrieval Meets Human-in-the-Loop Efficiency
At Kustomer, AI doesn’t replace human agents—it empowers them. Our AI Agents take care of repetitive, information-gathering tasks, freeing agents to focus on impactful customer interactions.
Here’s how this seamless human-in-the-loop model works:
When a customer initiates a support inquiry, our AI Agent immediately begins the conversation, gathers essential context, and retrieves the relevant Shopify order details—including custom metafields—through the Shopify Search Orders Tool.
The AI Agent is then able to answer many common customer queries right away, such as verifying order details or providing product-specific information. However, if the customer needs a resolution that requires action—like initiating a return or changing an order—the AI Agent performs a seamless handoff to a human agent.
Importantly, the AI doesn’t hand over an empty ticket. Instead, it produces a comprehensive summary containing all conversation context, the exact order details, and recommended next steps. Human agents can then act quickly, confidently, and with minimal effort, saving valuable time and significantly improving workflow efficiency.
From Insight to Action, Without Leaving Kustomer
A significant differentiator for Kustomer is our powerful OpenAPI Tool, which enables human agents to execute critical actions directly within Kustomer’s conversational interface. While many solutions stop at information retrieval or offer limited action capabilities, Kustomer allows agents to trigger returns, initiate refunds, or update customer and order records—all without ever leaving the platform.
Instead of switching tabs, logging into other systems, or manually copying and pasting order IDs, agents can initiate necessary actions with a single click if Kustomer is integrated into the necessary external systems using OpenAPI. This streamlined workflow significantly reduces friction and accelerates customer issue resolution.
Smarter Search, Faster Support
To further enhance efficiency, Kustomer AI Agents leverage advanced, AI-driven search capabilities. Rather than processing entire data sets, the AI precisely identifies and retrieves only relevant information, such as recent orders or specific product variants, based on customer intent.
This smart search capability boosts accuracy, reduces noise, and accelerates response times—helping agents deliver precise answers quickly, which greatly enhances customer satisfaction.
Setting a New Standard in Customer Support
While many customer support tools provide a basic Shopify integrations or rely on simple chatbots and standard order lookups, Kustomer’s advanced integration and OpenAPI framework represent a significant step beyond.
With rich data retrieval capabilities, seamless human-AI collaboration, intelligent recommendations, and effortless action execution from within the conversation view, Kustomer sets a new standard for what customers—and support teams—should expect from their CX platform.
The result is faster resolution times, increased agent efficiency, and a consistently superior customer experience.
Ready to experience the difference yourself? Request a demo from our team.
