Introducing AI Agents Autopilot: Your New Round-the-Clock Support Team

Your support team answers variations of the same ten questions, day in and day out. Usually, from customers who want answers now, not tomorrow morning.

AI Agents Autopilot is our answer to that. It is a fully autonomous support agent built into Herodesk that handles inbound customer questions, takes action in your webshop systems, and resolves cases without a human in the loop. 24 hours a day, 7 days a week, in any language.

What AI Agents Autopilot actually does

The short version: it reads incoming messages, figures out what the customer needs, takes the necessary action, and responds. On its own.

It is not a chatbot that collects information and then tells your team what to do. It is an agent that completes tasks.

When a customer emails asking for their tracking details, the agent looks up the order and sends them the link. When they want to change their delivery address, it updates it directly in your webshop. When they want to cancel, it processes the cancellation and confirms it to the customer. No ticket waiting in a queue. No human needed.

Here is what our AI can take care of out of the box:

• Look up order status and details
• Send tracking and shipping information
• Cancel orders
• Initiate refunds
• Update delivery addresses
• Escalate to a human agent when needed
• Answer product and policy questions based on your knowledge base

If it cannot confidently resolve the case, it escalates to your team with full context already attached.

Three modes, one level of control

Different teams have different comfort levels with automation. Some want to let the agent run. Others want to stay in the loop, at least at first. That is why AI Agents Autopilot ships with three operating modes:

Full Autopilot: The agent handles everything end-to-end. It reads the message, acts on it, and replies. No human approval needed. This is the default mode for teams that want maximum coverage with minimum manual work.

Assisting: The agent handles all communication with the customer, but actions in your webshop must be approved by a human. Good for teams building confidence in the system, or for complex cases that benefit from a second look.

Suggested Replies Only: The agent generates a suggested reply for your team to review and send manually. No autonomous actions, just AI-assisted drafting. This is where our original AI functionality started, and it remains a fully supported mode for anyone who prefers it.

You can set different modes per channel. Run full autopilot on your live chat while keeping email on suggested replies, for example.

Works with the platforms your customers shop on

An AI agent that can reply is useful. An AI agent that can act inside your webshop systems is a different thing entirely.

We have built direct integrations so AI Agents Autopilot can read order data and execute actions across a wide and growing list of platforms. As of today, that includes:

• Shopify
• WooCommerce
• Magento 2
• PrestaShop
• Shopware
• GoldenPlanet
• Smartpack
• PeakWMS
• Homerunner
• Shipmondo

More platforms are being added continuously, including DanDomain, Lagersystem.dk, Reversio, Returnflows, and others. If you are running on a platform that is not listed yet, reach out. Chances are, it is already in progress.

24/7 support, in every language your customers write in

Your team has working hours. Your customers do not.

AI Agents Autopilot operates around the clock, including weekends and public holidays. It picks up messages when your team is offline and resolves them before anyone gets in the next morning.

It also handles multiple languages automatically. If a customer writes in German, the agent responds in German. If they write in Danish, it responds in Danish. You do not configure this separately. It just works.

For webshops that sell across borders, or even just in a country with more than one language, this matters a lot.

What this means for your support team

Automating repetitive tasks does not make support teams redundant. It changes what they spend their time on.

With AI Agents Autopilot handling the predictable, high-volume cases, your team can focus on what actually requires human judgment. The complicated returns. The frustrated customers who need someone to actually listen. The cases where a bit of context and creative thinking make the difference between a lost customer and a loyal one.

Our experience working with webshops is that the vast majority of inbound support volume is resolvable without human intervention. Autopilot handles that volume, and your team handles what is left. Both sides do what they are best at.

Priced per resolution, not per seat

AI Agents Autopilot is an add-on to Herodesk and is priced on a per-resolution basis. You pay for results, not for having the feature switched on.

A resolution is counted when the agent handles a case from start to finish without human involvement. If it escalates to your team, it does not count.

This structure means there is no risk of paying for something that is not delivering value. If the agent resolves your cases, it pays for itself. If it does not, you do not pay.

Getting started

AI Agents Autopilot is available now for all Herodesk customers.

Setup takes a few minutes. You connect the channels you want the agent to cover, point it at your webshop integration, and configure your mode. If you have a knowledge base or FAQ content, you can feed that in too so the agent has context for product and policy questions.

If you want support getting started, our team is available for onboarding. As with everything in Herodesk, setup help is included at no extra cost.