💬Get free consultation

AI skills

What are AI skills

AI skill is a set of specialized capabilities that help your AI assistant handle specific customer scenarios.

Think of skills as training modules that teach your AI how to respond to different types of customer questions, from product recommendations to support requests.

When you enable AI skills, AI assistant can:

• Recommend products based on customer preferences
• Provide accurate size guidance
• Handle common support scenarios automatically
• Transfer conversations to your team when needed

Shopping

These skills help your AI become an effective sales assistant:

• Smart recommendations
• Shipping quotes
• Product quiz
• Size guide
• Inventory status
• Store availability
• Pricing display rules
• Suggested questions on product pages

Learn more

Customer support

These skills help your AI handle common support scenarios automatically:

• When customers ask for human support
• When customers ask about after-sales issues
• When customers ask about order status

Learn more

Why use AI skills

Without AI skills, your AI might recommend irrelevant products or struggle with specific customer questions.

AI skills solve this by giving your AI focused training on your most important customer scenarios.

This helps you:

• Increase sales by showing customers the right products
• Reduce cart abandonment with confident sizing recommendations
• Save time by automating repetitive support questions

How to set up AI skills

Shopping

Smart recommendations

Choose which products your AI suggests as best sellers, new arrivals, sale items, or gifts, and add your own rules. See AI product recommendations.

Size guide

Size guide helps customers find the right fit and reduces returns.

Inventory status

This controls how your AI assistant answers customer questions about product availability and stock status.

By default, inventory status uses smart logic to handle common stock situations.

For stores with specific requirements, you can add custom instructions that override the default logic for these cases:

• In stock
• Sold out
• Available on backorder

Customer support

These skills are enabled by default to help AI handle common support scenarios:

• Human agent transfer: when customers request human support

• After-sale support: When customers ask about after-sales issues, AI will send a form and ask the customer to submit a request.

• Order tracking: When customers ask about order status, AI will check customer info and send tracking information right in chat.

Two more rows sit in the same Customer support list: Change shipping address and Update email preferences. Both are off until you turn them on.

Change shipping address

AI updates the delivery address on an order, so the customer does not have to wait for your team.

1. Go to AI agent → Skills.
2. Under Customer support, make sure Order tracking is on. AI can only change an address while Order tracking is on.
3. Turn on Change shipping address. The change saves right away.

AI makes the change only when all of these are true:

• The customer is signed in to their account on your store. An email address or phone number typed in chat is not enough.
• The order belongs to that signed-in customer.
• The order has not been fulfilled or partly fulfilled, and it is not cancelled.
• The customer has confirmed the full new address in chat.

What AI says when it cannot make the change

Situation	What AI does
Change shipping address is off	Tells the customer the store does not make this change in chat, and offers to pass it to your team.
Customer is not signed in	Does not change anything, and asks the customer to sign in. It shares no order details.
The order is on another customer's account	Does not change anything or share order details, and offers to pass it to your team.
The order is fulfilled or partly fulfilled	Explains the order has shipped, and offers your returns process or a person from your team.
The order is cancelled	Tells the customer the order is already cancelled.
No order matches the number	Asks the customer to check the order number.

Update email preferences

The Update email preferences toggle is in the list, but the current AI agent does not act on it yet. Turning it on does not let AI subscribe or unsubscribe customers from your marketing emails. Handle these requests from your Inbox or in Shopify.

What to do next

After setting up your AI skills:

1. Test your AI in the test zone to see how it handles different questions
2. Review unresolved questions to identify areas for improvement
3. Optimize your product collections based on customer questions
4. Update size guides when you add new products
5. Monitor transfer patterns to improve your support workflow