IAI — AI-Powered E-Commerce Assistant
Intelligent automation for Salla stores — 24/7 customer support that drives sales
Project Overview
IAI is an end-to-end intelligent assistant system built for a Saudi e-commerce client operating on the Salla platform. The bot automates customer interactions around the clock — handling product inquiries, order tracking, FAQs, and personalized product recommendations — significantly reducing support workload while increasing sales conversions.
The Challenge & Solution
Lost Sales & Overwhelmed Support
The client's Salla store was losing potential sales due to delayed customer support responses, especially outside business hours. Manual handling of repetitive inquiries consumed significant staff time and left customers waiting without answers.
Always-On Intelligent Automation
IAI provides instant, intelligent responses 24/7, freeing the team to focus on complex issues while ensuring no customer inquiry goes unanswered. The NLP pipeline classifies intent so every message gets a relevant, accurate reply — day or night.
Key Features
Tech Stack
Architecture
The system is structured as a Turborepo monorepo containing three packages. The bot-service handles all Telegram interactions, polls the Salla API for real-time product and order data, and runs messages through the NLP pipeline for intent classification. The dashboard is a Next.js application providing the store owner with conversation analytics, response templates, and escalation rule management. The shared package contains common TypeScript types, Salla API client utilities, and validation schemas used across both services.
The NLP pipeline uses a multi-stage intent classifier: a keyword-based pre-filter narrows the input before a model scores it against known intents — order inquiry, product search, FAQ, shipping, return, and human escalation. Confidence thresholds determine whether the bot responds autonomously or routes the conversation to a human agent.
Results & Impact
- Store operates full 24/7 customer support with zero additional staff hours
- Product inquiries answered in under 2 seconds regardless of time or day
- Noticeable sales increase attributed to instant product recommendations
- Support ticket volume reduced as common queries are handled automatically
- Admin team freed to focus exclusively on complex, high-value interactions
- Client returned with a second automation project — a strong trust signal
- Bilingual AR/EN support serves the full Saudi market customer base
- Dashboard gives non-technical owner full visibility and control
Interested in a Similar Project?
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