Website voice and chat AI, connected to Shopify and Gorgias.
A website visitor may need help choosing a product or support with an existing purchase. Those conversations depend on different systems, but to the customer they are part of one experience.
We built a second, distinct platform for voice and chat AI that can be used on PetStore Direct’s website. It integrates with both Shopify and Gorgias, bringing commerce and customer support into the same platform scope.
The platform maintains product, manufacturer and collection information connected to Shopify. Scheduled synchronization and product webhooks keep the catalog connected to the store. Enrichment adds the knowledge needed to help with specific questions, while a review queue gives the team a way to check AI-generated classifications before they become available to customers.
The customer-facing Luna assistant supports product discovery and guided conversations, including compatibility questions. The platform also connects to Shopify order lookup and draft-order checkout. When a conversation needs the support team, the Gorgias handoff carries structured context into that team’s workflow.
The chat implementation separates session handling, common intents, classification, search and the streamed response. This makes the path from customer question to product information explicit, instead of asking a model to improvise every step.
The administration interface organizes products, manufacturers, enrichment and taxonomy review. Role-based access separates administrative responsibilities from everyday use. The customer sees a conversation; the team also needs tools to maintain the information that conversation depends on.
The build spans website voice and chat for sales and support. Shopify supplies the commerce connection and Gorgias the service connection. The two integrations serve different jobs within the same customer journey.
A website voice and chat platform designed for both sales and support. Shopify connects the commerce side; Gorgias connects the support side. Its scope is distinct from the call-support platform.
PetStore’s other platform focuses on AI support calls and the Gorgias connection. It is a separate build with its own channel and scope.
Read the other PetStore case studyTell us about the people, the problem and the systems involved. We’ll start there.
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