What is the difference?
An AI shopping assistant focuses on choosing products and moving toward a purchase. A customer support chatbot focuses on answering service questions and directing customers to help. One app can provide both, but the labels alone do not establish its capabilities. Compare the actual tasks: finding an item, explaining a return policy and resolving a damaged delivery each require different information and permissions.
Shopping assistance before checkout
A shopping assistant should help visitors describe a need, discover relevant products, compare options and choose an available variant. Cart assistance should preserve the customer’s choice and lead to the store’s checkout. Test a specific journey, such as finding a shirt in a budget and choosing the right size. Check that the answer uses your catalog and avoids unsupported fit guarantees.
Support before and after a purchase
Routine support includes published shipping terms, return rules and product questions. Order-specific help requires the appropriate customer checks and access to available order information. A chatbot should not imply that it can approve a refund or change a dispatched order simply because it can explain a policy. Decide which requests your team must handle and keep that route visible.
Chatbot vs live chat for ecommerce
Live chat connects visitors with a person when your team is available. A chatbot can give routine questions a first response while your team is away, but it still needs an escalation path. A combined workflow can let a person continue with the conversation history. Publish realistic expectations about response times, and test what happens outside staffed hours rather than implying that automated availability means a person is always online.
Evaluate the handoff as well as the answer
Try a question the catalog can answer, one that needs clarification and one that requires a person. Review whether the assistant recognizes uncertainty and whether the team can see the earlier exchange. Record unresolved questions and the time to a useful human reply. These checks are more informative than counting automated replies alone.
Where Dejor fits
Dejor combines catalog-based shopping assistance with product and policy answers and human handoff. Its published capabilities include comparisons, variant selection and cart assistance. Consider it when you want shopping and support workflows in the same Shopify app. Use the setup guide and live demo to evaluate those tasks against your own store; use a comparison page when channel coverage or a dedicated helpdesk is your main requirement.
Explore this workflow in Dejor.
See how shopify ai customer support fits into your store, including setup steps and common questions.