AI Chatbot Glossary
What Is AI Order Tracking?
AI order tracking is the ability of a store's chat assistant to look up a customer's order in real time and answer "where is my order?" with the actual status, carrier, tracking link, and expected delivery, after verifying the customer's identity.
Definition
When a shopper asks about an order, the assistant asks for an identifier such as the order number and the email address on the order, calls the store platform's order API, checks that the details match, and then reads back the fulfilment status and tracking information in natural language. Because the answer comes from live data rather than the language model's memory, it is accurate for that specific order. Sensible implementations are read-only, require a matching email or order number before disclosing anything, and hand off to a human for refunds, address changes, or disputes.
Why AI Order Tracking Matters for AI Chatbots
"Where is my order?" is the single most common support ticket in e-commerce, and it is almost entirely automatable. Answering it instantly removes a large share of inbound email and gives customers the reassurance that stops them from opening a chargeback. Chatonbo provides AI order tracking on Shopify (through the Shopify app, which grants the order permission) and on Wix, on paid plans. The lookup is read-only and requires the customer's order details before any information is shown.
See it in practice:
See order tracking in chatRelated Terms
Agentic Commerce
Agentic commerce is online shopping where an AI agent takes actions on the shopper's behalf - looking up order status, applying discounts, confirming stock, and building checkout links - instead of only answering questions.
AI Shopping Assistant
An AI shopping assistant is a chat-based helper embedded in an online store that guides shoppers to the right product, answers questions about sizing, shipping, and returns, tracks orders, and can add items to the cart, all inside one conversation.
Customer Support Automation
Customer support automation uses technology - including AI chatbots - to handle customer service inquiries without human intervention.
AI Resolution Rate
AI resolution rate is the percentage of customer conversations that an AI assistant resolves on its own, without a human agent stepping in, and is the main metric used to judge how much support work a chatbot actually removes.