AI Call Triage for Shopify Support Teams

Let AI handle repetitive customer calls while routing urgent issues to your human team. Catana’s voice agents detect intent, prioritize emergencies, and resolve routine requests automatically—keeping your support queue clear and efficient.

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Catana Call Routing Assistant

AI Call Triage for Shopify

Automate your phone support with AI that knows when to act and when to escalate. Catana filters routine requests, identifies urgent customer issues, and routes them to the right person with full order and customer context.

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Smart call filtering

AI triages every call based on intent and urgency, ensuring critical issues get fast human attention.

Reduced wait times

Automate repetitive questions and policy inquiries to keep your lines open for urgent matters.

Full context handoff

Pass order info, caller details, and conversation transcripts directly into your support platform when escalating.

Higher agent efficiency

Free your team from repetitive calls so they can focus on customer issues that actually require human judgment.

Catana

"Shopify brands using Catana’s AI call triage resolve 4x more calls per day while keeping urgent customer issues prioritized and personal."

AI-powered call routing

AI that knows which calls need a human touch

Catana filters every inbound call through natural language understanding to determine urgency and intent. It handles simple requests directly and routes high-priority issues to humans with full context, saving time for both your team and your customers.

AUTOMATION

Handle repetitive calls automatically

AI answers FAQs, refund questions, and order inquiries instantly—resolving up to 80% of inbound calls without human input.

INTELLIGENCE

Detect urgency and sentiment

Catana listens for emotional tone and key phrases that signal urgency, escalating immediately to human agents when needed.

INTEGRATION

Seamless routing to your team

Integrates with Shopify, Gorgias, Zendesk, and Slack to pass full transcripts, caller info, and context to your human support team.

USE CASES

Ecommerce support solutions powered by AI

Automate your most common support requests—from order tracking to refunds—so your team can focus on what matters most.

After-Hours Support

Enables 24/7 coverage so customers can get help when the team is offline. This directly impacts sales recovery, customer satisfaction, and missed-call reduction.

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Order Tracking

"Where's my order?" is the #1 ecommerce support request. Automating it eliminates the highest-volume support burden and improves customer experience.

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Refund and Order-Status Calls

Handles the second-most frequent support category—refunds and returns—instantly, reducing friction and ticket load.

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Shipping Questions

Provides real-time delivery info and courier details, preventing inbound calls about shipping policies or delays.

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Call Triage

Filters routine vs. urgent calls, escalating only complex issues to human staff—critical for busy stores with limited support bandwidth.

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Post-Purchase Satisfaction

Automatically gathers feedback and detects churn or issues early, turning support automation into a retention and marketing asset.

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SCALE

AI infrastructure for efficient call handling

Scale your phone support effortlessly. Catana triages thousands of calls simultaneously, ensuring urgent cases reach human agents instantly while routine issues are handled by AI.

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