Chatbot
A chatbot is software that answers customer queries via chat — either rule-based or AI-driven — and on Shopify it is typically added as an app.
What is a chatbot?
A chatbot is software that holds a conversation with users through text or voice to answer questions or automate tasks. It comes in two basic types: a rule-based bot that follows predefined decision trees and keywords, and an AI-driven bot that uses language models and natural language processing to understand free text and compose replies. Many solutions combine the two, handling simple questions automatically while routing complex cases to a human agent.
Why does a chatbot matter?
In an online store the same questions come up again and again: “Where is my package?”, “Does this size fit?”, “Can I return it?”. A chatbot answers them instantly and around the clock, taking repetitive queries off your support team while catching customers at the moment of purchase. When the bot resolves pre-purchase doubts, it can reduce friction and therefore cart abandonment. It is also a concrete application of AI in ecommerce.
Common use cases
- Order status. The bot looks up an order or tracking number and reports delivery status without an agent.
- Product guidance. Recommends sizes, variants, or related products based on the customer’s question.
- FAQ and policies. Answers standard questions about shipping, returns, and payment automatically.
- Lead capture. Collects an email or contact details outside business hours.
- Escalation. Hands complex cases off to live chat or email with context.
Shopify perspective
Shopify has no chatbot built into the core; the feature is added through an app. Shopify Inbox is Shopify’s free first-party app with live chat and automated quick replies, while apps like Gorgias or Tidio offer more advanced AI. Watch performance: chat widgets load third-party JavaScript that can affect page speed if the script is not deferred. Test the bot on mobile, and make sure escalation to a human is always clear.