This guide outlines everything you need to know to get the most out of this feature, from its limitations to best practices and common mistakes to avoid.
 

Understand What the AI Can and Cannot Do

The AI Assistant is great at handling simple and common questions, such as:

• “When will my order arrive?”

• “Is this product available?”

• “How much is shipping?”

It can also:

• Guide buyers through placing an order (like explaining how to check out or apply a voucher)

• Recommend products based on what buyers are asking about

But it falls short when it comes to:

• Questions that need a human decision (e.g. “Can I combine two promotions?”)

• Special requests, such as asking for custom packaging

• Complaints or emotional messages, like “I’m angry my order is late”

• Anything not already covered in your FAQ or auto-replies

When the AI can't help, the chat gets transferred back to you. This can happen when:

• The buyer gives a thumbs-down to the AI's answer

• The AI doesn't know how to respond

• The buyer asks to speak directly to the seller

You should keep an eye on chats transferred to you so you can respond quickly and avoid damaging your response rate or customer satisfaction.
 

Best Practices for Using Shopee Chat AI Assistant Effectively

Keep Auto-Reply Templates Updated

The performance of Shopee’s Chat AI Assistant depends heavily on how accurate and updated your auto-reply templates are. The AI pulls its responses from the content you set up so if that content is outdated or incomplete, it could give buyers the wrong information.

To prevent that, you should regularly update the following:

• Stock availability: So buyers don’t ask about items that are out of stock.

• Delivery timelines: So they know how long shipping will take, especially during holidays or sale periods.

• Promotions: So buyers get clear details on current discounts or bundles.

• Product FAQs: To answer recurring questions accurately (e.g., size, material, usage).

Keeping this information up to date helps:

• Prevent confusion or frustration

• Reduce the number of follow-up messages

• Make the AI more reliable and effective
   

Use a Friendly and Clear Tone

Even though Shopee’s Chat AI Assistant replies automatically, the way those replies sound still affects how buyers perceive your shop. A cold or robotic message can feel unwelcoming, while a warm, friendly tone builds trust and improves the customer experience.

To make the AI feel more human and engaging, you should:

• Use casual, friendly language instead of stiff or formal words
  (e.g., say “Hi! Thanks for your message 😊” instead of “Dear customer, we have received your enquiry.”)

• Add your shop name or signature to make it more personal
  (e.g., “Thanks for shopping with ABC Store!”)

• Include kind phrases, like “Let us know if you need help!” or “Have a great day!”

Shopee also lets you preview how your AI messages look to buyers, so you can test and tweak the tone to make sure it’s clear, friendly, and on-brand.
 

Combine AI with Manual Follow-ups

Even though Shopee’s Chat AI Assistant is helpful, it can’t fully replace human support. To maintain a good customer experience and protect your performance metrics, you still need to step in when the AI can’t handle a chat.

Here’s what you should do:

• Manually reply to any chat that gets transferred to you, these will show up in the “Unreplied” section of your Shopee Seller Centre.

• Train your team to quickly take over conversations when needed, especially for complaints, custom requests, or unresolved issues.

• Prioritise chats from buyers who are still waiting for answers or seem unhappy.

If you ignore or delay these chats, they will negatively affect your shop’s Chat Response Rate (CRR), First Response Time (FRT), and Average Response Time (ART) which could hurt your seller rating and buyer trust.
 

Monitor Chat Performance Regularly

Shopee gives sellers detailed performance data for the Chat AI Assistant, available in both the Seller Centre and Shopee App. The key metrics you can track include:

• Visitors Served: How many unique buyers the AI has interacted with

• Chats Answered: The number of buyer questions the AI successfully replied to

• Good Reviews: How many buyers gave a thumbs-up to the AI's responses

• Transferred Questions: The number of chats the AI couldn’t handle and passed to you

You can use these statistics to:

• Spot common issues the AI struggles with (like unclear FAQs or missing info)

• See if buyers are leaving unsatisfied because the AI’s replies weren’t helpful

• Check if the AI is working efficiently, or if it’s creating more work for you

Extra tip: The Transcript feature lets you read actual past conversations. This is great for identifying weak spots in your auto-replies and improving your FAQ content.
 

Complete Your E-Commerce Strategy with BigSeller

While Shopee Chat AI Assistant significantly improves front-end customer communication, pairing it with BigSeller creates a comprehensive solution for managing your online store. BigSeller’s platform handles inventory, order management, and multi-channel integration, which complements the automated customer service provided by Shopee’s AI Assistant.

By using both tools together, Chat AI for customer service, and BigSeller for operations, you can build a more complete, efficient, and scalable e-commerce system that improves both the buyer’s experience and your shop’s workflow.

Try BigSeller for free today and enjoy a 7-day VIP trial coupon!

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