AI seems to be becoming a much more common part of customer support, but I don't think it should automatically replace human agents. Ecommerce generates plenty of repetitive questions, and some of them can probably be handled without requiring an experienced person to review every message.

At the same time, I think Helpware has an interesting approach by combining AI-supported workflows with trained human agents. The important part for me is knowing where automation should stop. A complicated refund issue, an angry customer or an unusual order problem may require someone to understand the situation rather than select an answer from a predefined list. I would use automation mainly to reduce repetitive work and help agents prioritize the cases that need more attention. Another benefit could be sorting incoming messages so that urgent requests are easier to identify. That seems particularly useful for larger ecommerce operations with a high volume of daily conversations. But I wouldn't measure success only by how many messages AI can handle. Customer satisfaction and resolution quality matter too. If automation makes customers repeat their problem several times before reaching a person, then it isn't really improving the experience. For me, the most sensible model is a combination: technology handles predictable tasks efficiently, while trained agents remain available for situations that require judgment, empathy or a more detailed solution.