How our AI works
An AI that answers from your data, or hands over.
An AI agent that answers from your knowledge and your store data, and hands off to your team when it shouldn't continue.
Illustration. Two conversations go through the reply check. In the first, the AI drafts an order-status answer; the customer is verified, status and tracking come from Shopify and the reply matches the shipping policy, so it is sent. In the second, the customer asks for a refund to another card; refunds are not an AI action and the draft can't be backed by the brand's data, so the conversation is handed to a person with the reason and context.
Illustrative demo · synthetic data
What it does
It answers what your data can back up.
The AI works inside your inbox, on the same conversations your team sees.
Answers from your knowledge
Upload your policies and FAQs; the AI answers from them.
Answers “where is my order?”
It replies with live Shopify data after verifying the customer.
Recommends from your catalogue
It suggests products using your Shopify catalogue.
Suggests replies to your team
Suggested replies your team can approve or edit.
Hands over with context
When the AI shouldn't answer, it hands the conversation to your team with the reason and context.
Replies in Spanish and English
The AI replies in Spanish and English.
The reply check
Nothing is sent before it's checked.
Every AI reply is checked against your data and rules before it is sent; if it can't be backed up, it goes to a person.
- 01
Draft
The AI writes a reply from your knowledge, your store data and the conversation so far.
- 02
Check
The draft is checked against your data and your rules: order facts, your policies, forbidden phrases and the customer's language.
- 03
Send or hand over
If every fact is backed up, it's sent. If not, the conversation goes to a person, with the reason.
SentHanded to a person
What it never does
The lines it doesn't cross.
Invent order data
Order status, tracking and returns come from Shopify, after the customer is verified. If the data isn't there, it doesn't make it up.
Send what it can't back up
A reply that can't be backed by your data or rules isn't sent. It goes to a person.
Issue refunds
Refunds are never an AI action. A refund request goes to your team.
Mix brands
Each workspace's data is isolated at the database level. One brand's customer data is never used in another brand's conversations.
When it hands over
The AI stops and passes the conversation to your team:
- when it can't back a reply with your data or rules;
- when the conversation matches a handoff rule you've set;
- when the request is something only your team can do, such as a refund.
Your team gets the reason and the context, so nobody has to ask the customer again.
What data it uses
Only what you connect or upload to your workspace:
- Your knowledge basePolicies, FAQs and documents you upload.
- Website pages you indexThe pages from your site that you add to the knowledge base.
- Your Shopify catalogue and ordersProducts for recommendations; order data only after verifying the customer.
- The conversation historyWhat has already been said in that conversation.
It doesn't use other brands' data.
Who's in control
You decide how much the AI does.
On or off
Switch the AI on or off.
Suggested replies
Your team can approve or edit the AI's suggested replies before sending them.
Your rules
Set the rules for when it hands a conversation to your team.
Languages
The AI replies in Spanish and English. The interface is in Spanish and English too.
Models
Kanesh is built on large language models from leading providers, used under their terms. We don't name models or versions here because they change; the providers we use are listed with our sub-processors.
Sub-processorsQuestions about the AI
Can the AI make mistakes?
Can it act on an order, like cancelling it or refunding it?
How does it verify a customer before talking about an order?
Can I see why it handed a conversation over?
Free diagnosis
See what your conversations are leaving on the table.
We review up to 180 days of your WhatsApp history and send you a written diagnosis within 48 hours. Free, and nothing is connected until we've agreed in writing how your data is handled.