--- title: "AI customer service agent for your store | Chargezen" description: "Concierge is an AI customer service agent: it tracks orders, opens returns and changes subscriptions on every channel. Your team approves every refund." url: "https://chargezen.com/concierge/roles/customer-service-agent" lang: "en" --- Canonical URL: https://chargezen.com/concierge/roles/customer-service-agent # An AI customer service agent that fixes the problem. An AI customer service agent answers your customers and takes care of the request itself: tracking an order, opening a return, changing a subscription. Concierge does it on every channel, within your rules, and checks with your team before any refund. [Start Concierge](https://admin.chargezen.com/signup?product=concierge) chat, phone, text, WhatsApp, email Every channel chat, phone, text, WhatsApp, email your team approves the refund Opens returns your team approves the refund with the whole story Hands off with the whole story The problem Most support tickets are the same few requests: where is my order, I want to return this, skip my next box. Each one means a teammate looking something up and clicking through the same screens. Concierge takes those requests from start to finish, so your team spends its day on the customers who need a person. ## The job, done. ### Order questions Looks up the order, its status and tracking once the customer is verified. ### Returns, opened Shows what can be returned and opens the return for the items the customer picks. ### Subscription changes Pauses, skips, swaps, reschedules and updates quantity or address. ### Knows when to hand off Upset customers and unusual cases go to your team with the whole story. ## A week on the job. 1. 1 ### Monday Weekend messages are already answered, with tracking links and opened returns. 2. 2 ### Tuesday A customer returns a damaged item. The return is open; the refund waits for your approval. 3. 3 ### Wednesday An upset caller asks for a manager. Your lead joins with the whole story. 4. 4 ### Friday Concierge handles that kind of case the way your lead did. ## Without and with an AI agent. Where is my order? Without: the customer waits in a queue while a teammate looks up tracking. With Concierge: the answer arrives in seconds, on the channel they used. A return Without: emails back and forth about which items. With Concierge: the customer picks the items, the return is opened, and your team approves the refund. Skip next month Without: a ticket, then a teammate in the subscription admin. With Concierge: done in the conversation, and the customer hears the new date. ## What it does on its own, and what it checks with you first. You choose what each agent does alone and what waits for a teammate. This is how most stores start. | The request | On its own | Checks with you first | | --- | --- | --- | | Where is my order? | Verifies the customer, then shares status and tracking | Nothing. It only reads the order | | I want to return this | Lists what can be returned and opens the return for the items the customer picks | The refund. A teammate approves it | | Refund my order | Never moves money on its own | Every refund, approved by a teammate | | Cancel my order | Cancels it when your rules allow | Anything your rules hold back for a person | | Change my subscription | Pause, skip, swap, new date, quantity or address | Any change you mark for approval | | A question your policies cover | Answers from the policies you approve | Anything your policies don't cover | | An upset or unusual customer | Recognizes it and stops | A teammate takes over with the whole story | Before sharing order details or making a change, Concierge confirms who it is talking to, for example with a code sent to the customer's email. ## What changes for your team. ### Answers right away Customers stop waiting in a queue for simple requests. ### Money waits for a yes Refunds are always approved by a person. ### A calmer team People spend their time on the customers who need a person. ## Put a digital employee to work. Concierge answers your customers, runs back-office work on its own computer and gets better every week. See it on your own store. [Start Concierge](https://admin.chargezen.com/signup?product=concierge) [Back to Concierge](https://chargezen.com/concierge) ## Common questions ### What is an AI customer service agent? An AI customer service agent answers your customers and takes care of the request itself, such as tracking an order, opening a return or changing a subscription. Concierge does this on chat, phone, text, WhatsApp and email, within your rules, and hands hard cases to your team with the whole story. ### Can the agent issue refunds? No. Concierge opens the return for the items the customer picks, and a teammate approves the refund, so money only moves when a person says so. ### How does it know who it is talking to? Before it shares order details or makes a change, Concierge confirms the customer, for example with a code sent to their email. A text from an unknown number is matched to an account the same way. ### When does it hand a customer to a person? When the customer is upset, asks for a person, or needs something your rules or policies leave to your team. The teammate gets the conversation, the order and what was already tried, and can join a live call. ### Which channels does it answer? Website chat, phone calls, text messages, WhatsApp and email, with one memory of each customer across all of them. ### How much does it cost? Concierge Starter is $20 a month with 20,000 credits. Pro is $199 a month, or $1,990 a year, with 199,000 credits. Both are priced for the whole workspace, not per seat. ## More of what Concierge does. [ ### What a digital employee is AI that does a real job for your customers and your team, within your rules.](https://chargezen.com/concierge/digital-employees) [ ### Concierge for customer support How a whole support team works with Concierge.](https://chargezen.com/concierge/use-cases/customer-support) [ ### Returns and refunds The agent opens the return; your team approves the refund.](https://chargezen.com/concierge/use-cases/returns-and-refunds) [ ### Subscription changes Pause, skip, swap and reschedule, handled in the conversation.](https://chargezen.com/concierge/use-cases/subscription-changes) [ ### Approvals and audit trail Choose what each agent does alone and what waits for a yes.](https://chargezen.com/concierge/features/approvals) [ ### Human handoff Brings in a person, with the full story, when it matters.](https://chargezen.com/concierge/features/human-handoff) [ ### AI data analyst Answers questions about your store with real numbers and shows its work.](https://chargezen.com/concierge/roles/data-analyst)