Kogan rebuilt its customer-service bot on Agentforce in six weeks
In plain words
Kogan.com moved its service bot to Agentforce, reaching production in about six weeks with 10 use cases including order tracking, recommendations, returns and identity checks.
What happened: Live in about 6 weeks, covering 10 kinds of customer question.
Source: itnews.com.au ↗
How to do it yourself
Our suggested steps. The company didn't publish theirs.
- 1
List your top 10 support reasons from the last 3 months (where's my order, returns, sizing...).
- 2
Connect Gorgias/Tidio to Shopify so the agent can read order status.
- 3
Write one short policy per use case and add the prompt below.
- 4
Turn on 2-3 use cases first (order tracking, returns policy), with human handover.
- 5
Add one use case per week, checking transcripts.
The instructions to give the AI
Paste this into Gorgias AI Agent (the free plan is fine), swap the [brackets] for your details, and test it on a few real examples.
This is one part of the setup. It won't connect to your phone, inbox or other apps on its own; the steps above cover that.
Agent instructions (prompt)
You are [store]'s support agent. Verify the customer with order number + email before sharing order details. Handle: order tracking, returns (policy: [paste]), product questions, address changes before dispatch. Hand over to a human for refunds over $[x], damaged items, or angry customers, with a one-line summary.
[Highlighted] = replace with your own details before you run it.
What you should get back: "Thanks Jo — verified. Order #3021 shipped yesterday, tracking: [link]. Return window is 30 days."
Written by Quickly and Good, inspired by this case.
More detail: tools, prices and what you'll need
The company used: Salesforce Agentforce
You could use: Gorgias AI Agent or Tidio Lyro connected to Shopify
- Salesforce Agentforce
AI agents that work inside Salesforce CRM for sales and service.
See pricing · Official site ↗
- Gorgias AI Agent
Helpdesk + AI agent for online stores; looks up orders and handles returns.
From $40/mo (Starter, incl. small AI allowance) · Official site ↗
- Tidio Lyro
Website chat with an AI agent for small shops; answers FAQs and captures leads.
Lyro from $32.50/mo · Official site ↗
Prices from each tool's own pricing page, checked Oct 2026.
What you'll need
- ☐A help desk or chat widget on your site (e.g. Gorgias, Tidio, Intercom)
- ☐A knowledge base: FAQs, shipping/returns policies, product info
- ☐Connection to your store or orders (e.g. Shopify) so it can look up orders
- ☐Tone and rules for what the AI must never promise
- ☐Testing against 50+ past tickets before going live
- ☐Hand-off to a person when it is unsure or the customer is upset
Can I do this myself?
Yes, for most small shops. The built-in setup does the heavy lifting; the real work is writing a good knowledge base and testing.
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