u/BathStrong723

The biggest risk with AI customer service is not the AI being too weak. It is the AI being too confident.

I’m building in this space and the lesson is clear: FAQ-only bots are not enough.

For ecommerce, AI support needs:
- live order/store data
- policy grounding
- approval gates before refunds or money movement
- audit logs
- human escalation
- model routing
- safe defaults

Otherwise one wrong answer can create a real liability problem.

Disclosure: I’m building Hire Fortuna in this space, so I’m biased, but this is exactly why we designed it around approval-gated workflows rather than letting a bot free-run customer support.