E-commerce with JTL-Wawi
AI Customer Service for JTL Merchants
One inbox for every channel, your Wawi alongside, ready-made reply drafts, GDPR-compliant.
Requests from email, Telegram and website chat merge into a single inbox. Alois triages them, shows the customer and their orders from your JTL-Wawi alongside and puts the finished reply draft in front of you. Replies to customer questions only go out after your team approves them. Receipt confirmations and returns emails can be sent by Alois itself if you want, enabled step by step. EU-hosted, with European language models.
Interface shown in German, sample data.
What Alois takes on in your customer service
Native JTL-Wawi integration
Alois reads orders with line items and shipments, including the tracking link, from your JTL-Wawi through a connector. You search by order number, name or email, and the assistant looks up the status of an order directly in the Wawi. The Wawi stays the source of truth: Alois writes nothing back and keeps no copy of your orders.
Customer file and customer next to every message
Next to every customer message you see which Wawi customer wrote, with their latest orders. If the address is ambiguous, Alois shows the candidates and you choose. The customer file brings master data, order history with shipments and all service cases of a customer together on one page.
Multichannel inbox
Email, Telegram and website chat merge into one inbox. The same customer is recognised across channels, and your team sees the entire history in one place without switching between mailboxes.
Automation with stages and calibration
For three narrowly defined cases Alois may write to customers itself: the receipt confirmation on first contact, and one email each when a return is announced and when it has arrived. Each email type has four stages: off, trial run, approval, automatic. In the trial run Alois only decides and you rate. The automatic stage can only be switched on once calibration reaches a fixed threshold of volume, ratings and errors. Everything is off by default.
Service cases
Complaints, repairs, spare-part requests, follow-up questions and returns are tracked as cases with status, owner, link to customer and order, attachments and internal comments. One click turns a customer message into a case, and photos of the damage come along.
Returns board with photo check-in
Every return from notice to completion: announced, received, booked in JTL, done. When a customer announces a return with a tracking number, Alois creates the case itself. When unpacking you photograph the parcel at the workstation or via QR code on your phone, and Alois matches it to the case. The board shows what has arrived but is not yet booked in the Wawi. Booking still happens in the Wawi.
Troubleshooting and product knowledge
A guided fault tree leads step by step from symptom to solution. Alois reads in the manuals and data sheets of your products and proposes entries from the manufacturers' troubleshooting tables with a verbatim source. Only what your team has approved becomes a source for drafts and the assistant.
GDPR-compliant AI customer service
EU hosting and European language models, and on request we prepare operation on your own hardware. Replies to customer questions only go out after human approval, and you decide per email type what Alois may send itself. You stay in control.
Typical use cases
- Answering “Where is my order?” with order and shipment from the Wawi next to the message
- Bundling email, Telegram and website chat into one inbox
- Automatic receipt confirmations and returns emails, enabled after a trial run
- Tracking returns from notice to booking in the Wawi
- Handling complaints and spare-part requests as service cases
- Answering technical product questions with approved troubleshooting knowledge
- Triage and routing to the right team member
- Relieving support of standard requests, typically a large share of the volume
Alois for your industry
This page shows the e-commerce configuration of Alois. Alois is an industry-configured AI back office with an AI inbox and human approval, with European language models and EU hosting.
Frequently asked questions
Is the AI customer service GDPR-compliant?
Alois is hosted in the EU and relies on European language models, so customer data is processed in the EU. On request we prepare operation on your own hardware. Replies to customer questions pass through human approval before they reach the customer. You keep full control over your data.
How is JTL-Wawi connected?
Through a connector that we attach to your Wawi during setup. Alois reads orders, shipments and the customer base through it and shows how current the data is. Nothing is written to the Wawi: you keep booking returns in the Wawi, and Alois picks up the booking at the next sync. What the Wawi does not know, such as service cases and check-in photos, Alois keeps itself and links via customer, order or tracking number.
Does Alois write to customers without approval?
Only if you want it to, and only in three cases: receipt confirmation on first contact, return announced, return received. Everything is off by default. In the trial run Alois only decides and you rate every decision. The automatic stage can only be switched on once there are enough correct decisions. Even then Alois sends with a delay and cancels if your team has replied first. Replies to actual customer questions always remain drafts for approval.
Can the AI answer order-status calls itself?
No. A phone channel is planned, but it is not in operation and not available. Today your customers reach Alois by email, Telegram and website chat.
Does the system recognise the same customer across channels?
Yes. The multichannel inbox merges email, Telegram and website chat and recognises the same customer across channels. Your team sees the entire history in one place instead of switching between mailboxes, no matter which channel the customer is currently using.