Streamlining Amazon Customer Support with AI: A Look at Fluvi’s New Assistant
Customer support is a critical but often overlooked part of operating an Amazon business. Every order comes with the potential for questions, concerns, or issues — and handling these quickly and professionally can make the difference between a 5-star review and a refund request.
But for most sellers, especially those managing high volumes or multiple storefronts, the time spent writing replies adds up fast. Over the past year, we’ve spoken with both independent sellers and Amazon-focused agencies who say customer support can consume 10 to 40+ hours per month — per brand.
At Fluvi, we wanted to explore how that process could be made faster, more consistent, and less of a bottleneck. The result is a new feature we’re calling the AI Assistant — designed to help teams reduce the time spent composing replies, without disrupting their current workflow.
Why This Matters
Support doesn’t scale easily.
As your business grows — more orders, more marketplaces, more languages — the number of messages grows with it. But scaling a support team isn’t always feasible. Hiring, onboarding, and managing additional staff is expensive. And if you’re doing it all yourself, customer service can quickly become a full-time job on its own.
We’ve heard from agencies who manage customer communication across 10–20 brands — sometimes with just a small team. These teams have processes in place, but still spend a significant amount of time composing routine messages. Even templated replies require tweaking, context awareness, and judgment.
Every minute saved on support is a minute that can go toward launching products, optimizing listings, managing ads, or fulfilling orders. Time is one of the few levers Amazon sellers have total control over — and making better use of it is often what separates businesses that scale from those that stall.
What the AI Assistant Does
The assistant is a browser extension for Chrome and Firefox that integrates directly into Amazon Seller Central. Once installed, it adds a small button — “Generate Suggestions” — next to the usual “Send” button inside the messaging interface.
Clicking it triggers the assistant to:
- Analyze the ongoing conversation
- Retrieve any relevant internal documentation (policies, SOPs, refund templates, product instructions, etc.) stored in your Fluvi account
- Generate one or more suggested replies tailored to the message
You can review, edit, and send — or ignore it and write your own. There’s no required workflow change, no forced automation, and no separate tool to learn. It’s just an extra layer of support that appears exactly where you’re already working.
We’ve also extended the same functionality to Gmail (optionally), for sellers or agencies who handle customer communication via email.
A Closer Look: Common Use Cases
We’ve seen sellers and agencies use the AI Assistant in a variety of ways. Here are a few examples:
1. Responding to Routine Inquiries
“When will my package arrive?”
“How do I return this item?”
“Can I change my delivery address?”
These questions are simple but frequent. They often require minor personalization or referencing your policies. The AI Assistant can generate a polite, accurate response using your saved documentation — helping you reply in seconds instead of minutes.
2. Supporting Multiple Marketplaces and Languages
One of the most time-consuming aspects of Amazon support is managing messages across countries. The assistant detects the customer’s language and generates the reply in the same language, with an accompanying English translation so your team knows what’s being said.
This allows English-speaking agents to confidently reply to French, German, or Spanish messages without needing external translation tools.
3. Onboarding New Support Staff
Training support agents takes time — especially if you want replies to follow a consistent voice and set of policies. With the assistant pulling from a centralized library of templates and SOPs, new hires can ramp up faster and avoid errors.
4. Reducing Time on Complex Tickets
Even for more complex questions, the assistant can serve as a starting point — providing a solid draft that your team can then tailor as needed. That alone can reduce composition time dramatically.
Quantifying the Time Savings
Let’s assume the average support reply takes 3–5 minutes to write manually.
If your team handles 100 messages a week, that’s roughly 6 to 8 hours per week, or up to 32 hours per month — per brand.
Early adopters of the assistant are reporting:
- 50–80% faster response time per message
- More consistent language across replies
- Less cognitive fatigue from repetitive writing
- Fewer errors, thanks to standardization
Even saving 2 minutes per message on 400 messages per month adds up to 13+ hours saved — time that can be reallocated to higher-value work.
Agencies managing multiple brands may see even larger savings as efficiencies compound across accounts.
What’s Next
We’re continuing to improve the assistant based on user feedback. Areas we’re currently exploring:
- Fine-tuning tone and writing style options
- Improving detection of edge cases and nuanced questions
- Supporting more granular control over documentation linking
Our goal isn’t to fully automate customer support — it’s to make it faster, easier, and less burdensome, especially for teams trying to grow without expanding overhead.
Wrapping Up
Customer support may not be the most glamorous part of selling on Amazon, but it’s one of the most critical — and time-consuming. Fluvi’s AI Assistant is designed to help sellers and agencies respond faster, maintain quality, and reclaim time that can be better spent elsewhere in the business.
If you’re looking for a lightweight, context-aware tool that integrates into your existing workflow without requiring you to change it, the AI Assistant is worth a look.
You can find it under the “Assistant” section of your Fluvi dashboard, along with setup instructions for browser and Gmail integration.
