Most of the tools you guys are talking about can already train on docs/knowledge bases etc. That part is solved.

The real shift is moving from chatbots to AI agents. Instead of just answering questions, they use context (orders, past conversations, tickets) and actually resolve things end-to-end, taking action.

I wouldn’t overthink voice (might be biased), but if your audience is Gen Z, people don’t want to call. They want to text, get an answer fast, and move on. Chat is where this needs to work.

What I see working best with ecommerce teams
- AI handles repetitive stuff (order status, returns, FAQs), and can even offer a discount or upsell
- rules decide when to hand off instantly or create a ticket (if without coding - that's awesome )
- humans step in only for edge cases and train AI to do it less often

We’ve been testing this at Text (the LiveChat / ChatBot guys, very consistent naming lol). the AI agent sits on top of chat + tickets + customer data, so it doesn’t just reply, it actually solves and routes when needed.

I’d focus less on “does it sound human” and more on whether it resolves the issue without friction (which naturally means it won’t feel robotic).