The Alhena Blog: Agentic AI for Transformational Customer Experiences

Here's a scene that plays out dozens (or hundreds) of times a day in most e-commerce support Queues: a customer writes in asking, "Where is my order?" Your agent opens ShipStation, finds the order, reads the tracking status, copies a tracking link, types up a response, and hits send. Five to ten minutes gone. The in...

You paste two script tags, the chat widget loads, and that's supposed to be the whole integration. Except it never is. Your design team wants to hide the launcher on checkout. Your analytics team needs to fire GA4 events when someone adds a product to cart through the chat. Your backend team wants to pass a session token so the chatbot can pull order data without asking shopp...

Most chatbot dashboards show you a conversation count and a satisfaction score. Maybe a deflection rate if you're lucky. What they don't show is whether that conversation actually led to someone buying something.

That gap is the whole reason we built the Cart and Checkout Events SDK. It's a small JavaScript layer that sits on your storefront and does one thing: tells Al...

Ninety percent of customers had to repeat information to a chatbot within the past year, according to Kayako's 2026 support friction report. A big reason? The customer can see the problem, but the chatbot can't. A cracked screen, a wrong color, a shipping label with the wrong address. Describing visual issues in text wastes everyone's time. Alhena's Attachments in Chat change...

Open your support dashboard right now. Count the conversations listed as "active" or "in progress". Now ask yourself: how many of those are actually active?

If you're running a live chat widget on your ecommerce store, the answer is probably fewer than you think. Shoppers open chats, get their question answered (or get distrac...