WISMO automation for ecommerce, the workflow that actually works for us

WISMO ('Where is my order?') is the highest-volume support query in ecommerce. Sharing the workflow that's been working.

Workflow:

- Customer message arrives via WhatsApp, web chat, or email (unified omnichannel)

- Intent classification at agent input

- For WISMO, agent fetches real-time shipment status from TMS

- Pro-active delay detection: if status hasn't updated in X hours, agent reaches out before customer does

- Re-routing requests handled in the same flow (address change, delivery time, etc.)

Result for a recent customer: 60% WISMO query reduction reaching human agents, dispute resolution dropped from 3.2 days to 6 hours.

What's the workflow pattern that's been working for your support automation?