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Dutch platform 🛡️ GDPR-compliant 🤝 Retain human control ISO 27001 certified ISO 9001 certified

🔍 E-COMMERCE AUTOMATION

From customer enquiry to complete resolution

Insight into how NexReply processes incoming emails and marketplace tickets fully autonomously, ensuring that exceptions always reach your support team.

The controlled process in practice

Follow the common question "Where is my order?" on its journey through our platform.

  1. 1Recognise & Classify

    NexReply analyses every incoming email or marketplace message. Our AI immediately recognises the customer's exact intent, such as 'where is my parcel?' or 'I would like to return an item'.

    Recognise & Classify

  2. 2Match & Validate

    The system automatically looks up the corresponding order and customer profile in your connected e-commerce platform based on the email address, name or order number.

    Match & Validate

  3. 3Check Live Data

    NexReply retrieves the real-time status from PostNL, DHL, Sendcloud or your WMS. We verify where the order is and when the scheduled delivery is.

    Check Live Data

  4. 4Apply Business Rules

    The platform checks your specific business guidelines. Can this parcel be reshipped free of charge? Is the return period still within the terms and conditions?

    Apply Business Rules

  5. 5Formulate AI Draft

    Using live data, your approved response templates and your brand's tone of voice, the AI prepares an error-free, natural and personalised response.

    Formulate AI Draft

  6. 6Review or Send Directly

    Is the confidence score above the threshold? The message is sent automatically. If there is uncertainty or a sensitive question, NexReply presents the draft to an employee first.

    Review or Send Directly

  7. 7Resolve & Log

    The ticket is automatically closed in your records. All actions taken and messages sent are carefully stored for your weekly report.

    Resolve & Log

REVIEW MODULE

Start safely with Review Mode

You do not have to hand over control straight away. In Review Mode, NexReply generates suggestions that your team must check, edit and send manually first. The AI learns from your feedback while you gradually build trust.

  • No immediate risk of incorrect responses to the customer
  • Team learns to guide the AI with minimal adjustments
  • On average, 70% faster handling, even in review mode
Illustrative NexReply example

STEP-BY-STEP COMMITMENT

Phased automation without stress

We do not believe in 'all or nothing'. Our proven onboarding methodology lets you gradually shift control based on proven data.

Phase 1: Knowledge & Review

The platform is in 'Writing mode'. AI generates drafts in the background. Your team manually approves everything. Safe, fast and educational.

Phase 2: Selectively Automatic

We set simple, verified scenarios (such as track & trace status enquiries) to 'Fully Automatic'. Everything else remains in review.

Phase 3: Autonomous Scalability

Up to 75%+ of incoming e-commerce queries are handled fully autonomously. Your team focuses exclusively on complex exceptions.