From customer inquiry to a traceable outcome

A reply was sent.
Was the size
changed?

The customer wants L instead of M. Saying “I’ve received your request” does not change the size in the order.

For customer service: a request card that distinguishes the reply, action outcome and human handoff.

The business problem / the technology / a tool you can use

The customer is waiting
for size L, not a reply.

Illustrative conversation. Not a real customer record.

Sending a reply does not change the size. “Completed” requires a verified outcome in the order system.

CUSTOMER

“Can you change the size in my order from M to L?”

AI REPLY

“I’ve received your request.” Action outcome: none yet.

AI understands the conversation.
Action permissions are separate.

SartoAI design. Review the existing support system first.

AI may attempt only a permitted action. Verify its success record and confirm that any handoff actually took place.

AI’S TASK

Understand and summarise the request to change M to L.

ACTION CHECKS

Identity, correct order, stock, warehouse status and permission

IF THERE IS NO VERIFIED OUTCOME

Hand over to an authorised team without saying “completed”.

Size-change
request card

Customer service. A completed illustrative example.

In this example, the handoff is confirmed, not the size change. Whether a change is permitted after preparation starts depends on the brand’s rules.

REQUEST / ORDER

M to L / E-312 dress

CURRENT SYSTEM STATE

Warehouse preparation has started.

CHANGE OUTCOME

Not yet verified.

HANDOFF RECORD

Passed to the order team; awaiting a response.

First output: where should AI
stop, and who takes over?

Proposed work with SartoAI. Not an actual integration.

SartoAI can help design the list of permitted actions and the handoff flow. Connections, timing and setup are defined during discovery.

THE CUSTOMER WANTS INFORMATION

Reply using an approved source.

THE CUSTOMER WANTS AN ORDER CHANGE

Perform only the permitted action and verify the outcome.

INFORMATION OR AUTHORITY IS INSUFFICIENT

Hand over the request with its current status.

Test it on
20 past requests.

MARIA SARTO / RECOMMENDATION CARD

First output: a list of actions AI may take, actions it must hand over and an example handoff note.

Do not call an unverified action “completed”.

OUR RECOMMENDATION

Test it on 20 past requests.

WHAT IT IS BASED ON

Gorgias’ AI Agent documentation [S1]. The size-change workflow is a SartoAI recommendation.

YOUR FIRST STEP THIS WEEK

Select 20 past size-change requests. Keep “replied” and “change verified” as separate records.

Sources and archive context

The provider documentation distinguishes knowledge-based replies, permitted actions and human handoff. It is not proof of a resolution rate or customer satisfaction. The size-change example and verification workflow are SartoAI designs; they do not establish a ready-made connection for every system. Permissions, Turkish performance and data conditions require separate assessment.

• Gorgias / AI Agent explained

Maria Sarto · SartoAI Intelligence. Sources retain their original publication context; these articles do not claim measured customer results.