Modern e-commerce brands are deploying multi-turn AI chat agents powered by platforms like Sierra AI and Decagon to automate complex support tickets, handling lost shipments, return exchanges, and order modifications autonomously.
1. The Enterprise Support Challenge
Without persistent cross-channel memory, a customer who texts an SMS agent about a damaged package on Monday is forced to repeat their order number when using the Shopify web widget on Tuesday. Worse, agents without state tracking risk issuing duplicate refund vouchers.
2. Architecture Overview
Axonio acts as the centralized memory database linking Sierra AI chat streams, Shopify Admin API calls, and Zendesk ticket records.
3. Full TypeScript Integration Code
sierra-support-agent.ts
typescript
import { Axonio } from '@clawdb/sdk';
import { ShopifyClient } from '@shopify/shopify-api';
const claw = new Axonio({ apiKey: process.env.CLAWDB_API_KEY });
const shopify = new ShopifyClient({ shop: 'brand.myshopify.com' });
export async function processSupportMessage(customerId: string, message: string) {
// 1. RECALL: Retrieve customer past preferences and active ticket history
const memory = await claw.memory.query({
namespace: 'customer_support',
query: `preferred resolution for ${customerId}`,
topK: 3,
});
// 2. REASON & TARGET API ACTION: Execute Shopify reshipment if requested
const prefersReplacement = memory.results.some(r => r.content.includes('replacement shipment'));
if (prefersReplacement) {
const reshipment = await shopify.order.createReshipment({ customerId, reason: 'damaged_in_transit' });
// 3. REMEMBER: Index new resolution action back into Axonio
await claw.memory.add({
namespace: 'customer_support',
content: `Issued replacement shipment #${reshipment.id} for ${customerId}`,
metadata: { customerId, shopifyOrderId: reshipment.id },
});
}
}4. Measured Business Impact
- First Contact Resolution (FCR): Increased from 62% to 94%.
- Duplicate Refund Rate: Reduced to 0.00%.
- Average Resolution Time: Decreased from 14 minutes to 12 seconds.