Customer service replies
Drafts replies to order, delivery and returns queries from your order and courier data, following your returns policy and customers' statutory rights. A member of your team approves each one.
AI for Retail and Consumer Brands
AI for retailers and consumer brands, with a person approving what customers see
Customer queries, product listings and order exceptions are often handled one at a time, by hand. We connect AI to your ecommerce platform, order systems and help desk so replies, product content and exception queues arrive prepared, and a named person approves anything a customer, retailer or supplier will see.
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Where retail time goes today, and what we build instead
SpotDev's AI for Retail and Consumer Brands builds AI into the ecommerce, order and service systems you already run, so routine work is prepared for a named person to check and approve.
Without SpotDev
Common today
With SpotDev
What we build instead
Without SpotDev
Every query answered from scratch
Order, delivery and returns questions are answered by hand, with someone checking several systems each time.
With SpotDev
Replies drafted from your data
Order, courier and returns information pulled into a draft reply that follows your policy and customers' statutory rights, for your team to check and send.
Without SpotDev
Listings written one at a time
Descriptions and attributes are rewritten for each channel, and product claims drift from what the evidence supports.
With SpotDev
Drafted from your product data
Listings drafted from your product information and supplier specifications, with any claim that needs evidence flagged before a person publishes.
Without SpotDev
Reviews read in bulk, if at all
Reviews and complaints pile up across channels, so recurring faults and delivery problems surface late.
With SpotDev
Themes surfaced for your team
Reviews and complaints grouped by product and issue for buying and quality to act on. The reviews themselves are left exactly as customers wrote them.
Without SpotDev
Retailer and supplier admin by inbox
Promotion requests, cost changes, deductions and purchase orders are tracked across email and spreadsheets.
With SpotDev
Matched to the agreement
Requests and deductions matched to your agreements and orders, with anything that does not fit queued for your commercial team.
What we build for retailers and consumer brands
Each workflow runs inside the systems you already use, and the approval step is agreed before anything goes live.
Product content and listings
Drafts descriptions and attributes for each channel from your product data, flags claims that need evidence, and leaves publishing to your team.
Review and complaint insight
Groups reviews and complaints by product and issue so recurring faults reach buying and quality sooner. It summarises reviews and never writes, edits or hides them.
Order and stock exceptions
Finds orders stuck between your ecommerce platform, warehouse and stock system, explains the likely cause and queues the fix for a person.
Retailer and supplier admin
Matches promotion requests, cost changes and deductions to your agreements and purchase orders, and drafts the follow-up for your commercial team to approve.
Enablement for your team
Your service, ecommerce and commercial staff trained on the workflow: what it checks, what it cannot see, and when to send something back.
The systems we connect to
- 01
Ecommerce platforms
Shopify, WooCommerce and Adobe Commerce (Magento), among others in our integration library.
- 02
Orders, stock and ERP
Brightpearl, Unleashed, OrderWise, Microsoft Dynamics 365 Business Central and NetSuite, so stock, orders and returns come from your system of record.
- 03
Service and marketing
Zendesk, Freshdesk, Klaviyo and Mailchimp, where customer conversations and your marketing permissions already live.
- 04
Payments and reporting
Stripe for payment and refund status, and Power BI for reporting. Card numbers are kept out of the AI workflow.
The rules we build to
Retail work reaches consumers directly, so the boundary is written down before anything runs.
Consumer law applies to AI
The CMA says a business is responsible for what an AI agent does, as it is for an employee, and expects a human checking its work. Your team reviews every draft, and we help you decide where to tell customers they are dealing with AI.
Reviews left as customers wrote them
The Digital Markets, Competition and Consumers Act 2024 bans fake reviews and publishing reviews in a misleading way. The AI summarises reviews for your team and never writes, edits, hides or reorders what customers see.
Prices shown in full
Under the same Act, an invitation to purchase must give the total price, including fees the customer will necessarily pay. Drafted copy that mentions a price is flagged for a person to check.
Claims checked against evidence
The CAP Code requires documentary evidence for objective claims before marketing is published. Product copy the AI drafts marks each objective claim so a person can match it to the evidence.
Drafts for a person to approve
Replies, refunds, listings and supplier emails are prepared for a named person to approve. Nothing reaches a customer, retailer or supplier on its own.
Everything is logged
Every draft, approval and rejection is recorded, so you can show what the system proposed and who decided.
What AI for retail and consumer brands costs
Three ways in, depending on how far you want to go. Prices exclude VAT, and AI subscriptions and usage are billed to you by the vendor. For a whole department of up to 100 people, AI Rollout starts at £18,000.
AI Starter
£3,500
Your team using AI on their own service, product and commercial work, set up and trained online over four weeks.
- Up to 15 people, fully remote
- Workspace and usage rules set up for you
- Three live online sessions on real retail and consumer brands work
- Shared starter tools for customer replies, product copy and review summaries
- A review at day 30
Custom Agents
£20,000
One workflow built into your systems and put into controlled use.
- One workflow, such as customer service replies with an approval queue, or product listing drafts
- Integration with your systems and data sources
- Approval rules written down per action
- Training for the people who use it
- Measured against a baseline
- 60-day post-launch support
AI Accelerator
From £10,000 per month
One department at a time, in a twelve-month programme that moves a team into controlled production each quarter.
- Committed a quarter at a time
- Two production agents per wave
- Baseline, measurement and a monthly review
- Model and platform usage billed separately
Implementation expertise that drives adoption
An in-house engineering team that has delivered more than 300 technology projects. Work with engineers who have built this before.
300+HubSpot implementations, firm-wide
In-house engineering team.
Agents and integrations designed, tested and shipped by our own engineers. Nothing is subcontracted.
OpenAI Select Partner, Certified in the Claude Partner Network
SpotDev is an OpenAI Select Partner and is Certified in the Claude Partner Network, alongside HubSpot Diamond status and Custom Integration and Onboarding accreditations.
Model chosen for the job.
Honest evaluation of the right model for the work. We will say when the answer is the AI you already pay for.
AI with security in mind
- Not trained on by default
- Cyber Essentials Plus
- Built on your infrastructure
- In-house engineers
Common questions
Will it work with our ecommerce platform?
Probably. Shopify, WooCommerce, Adobe Commerce (Magento), Brightpearl and others are already in our integration library. What each supports depends on your plan and how it has been set up, which we check rather than assume.
Can it reply to customers on its own?
We build it to draft replies for a member of your team to approve. The CMA's guidance on AI agents says a business is responsible for what an agent does, as it would be for an employee, and expects a human checking its work.
Can it handle refunds and returns?
It can prepare them. The CMA's guidance says an AI agent handling refunds should reflect statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations, as well as your own returns terms. We build those rules in, and a person approves each refund.
Will it write our product descriptions and reviews?
It drafts product descriptions from your product data and marks objective claims for a person to check against evidence, which the CAP Code requires before marketing is published. It never writes or edits customer reviews. Fake reviews are banned under the Digital Markets, Competition and Consumers Act 2024.
We supply the big supermarkets. Can it help with the Groceries Code?
It can keep a clear record. The Groceries Supply Code of Practice covers the largest grocery retailers, currently 14 designated by the CMA, and says they must not vary supply agreements retrospectively. We match promotion requests, cost changes and deductions to your written agreements, so your commercial team can see what does not fit and decide whether to raise it.
Does payment card data go anywhere near the AI?
No. PCI DSS applies to any business that stores, processes or transmits cardholder data, or could affect its security. We connect to payment and refund status from your payment provider and keep card numbers out of the AI workflow. How that sits with your PCI scope is for your assessor to confirm.
What about our customer and marketing data?
UK GDPR and PECR apply. Marketing email to individuals needs their consent, or the soft opt-in, which covers your own customers and similar products only. People can object to marketing and related profiling at any time. We build to the permissions in your systems, keep out data the workflow does not need, and on their business plans Anthropic and OpenAI do not train their models on your content by default.
Are you giving us legal or regulatory advice?
No. We give no legal or regulatory advice. We build the controls, and your advisers and compliance team rule on your obligations.
What does it cost?
AI Starter gets a team of up to 15 using AI on their own retail and commercial work for £3,500, set up and trained remotely over four weeks. One workflow built into your systems is a Custom Agents project at £20,000. Running AI department by department through the AI Accelerator starts at £10,000 per month, committed a quarter at a time. Model and platform usage is billed separately, and prices exclude VAT.
Start with a diagnostic.
A short, fixed-scope assessment of which retail and consumer brand workflows are worth automating, which are not, and where the approval line has to sit. No obligation.
Related:
SpotDev is an OpenAI Select Partner and a HubSpot Diamond Solutions Partner, and is Certified in the Claude Partner Network. SpotDev is a separate company from OpenAI and from Anthropic, and partner status does not constitute endorsement of SpotDev by OpenAI or by Anthropic. OpenAI and ChatGPT are trademarks of OpenAI. Claude is a trademark of Anthropic, PBC. HubSpot is a trademark of HubSpot, Inc.