BIK Product Update: August'26

Welcome back to BIK - News, your monthly product update.

AI handles the emails. Numbers prove it's working.
Four updates this month, one kills WISMO emails at the inbox level, second give you the numbers to prove AI ROI in any review call, then another, scores your campaign setup, and last, shows exactly where your AI is falling short and what to fix next.

Let's dive in 👇

Email AI Order Tracking Agent - Your inbox shouldn't fill up with "where is my order."

BIK's AI Order Tracking Agent now handles WISMO queries on Email autonomously, in real time, out of the box. A customer emails asking where their order is, why it's delayed, or when it arrives and the AI resolves it using live data from your shipping partners such as AfterShip, ShipStation, Shiprocket, Shipway, and more. Order modifications, cancellations, and refunds always route to a human agent by design. This version comes with a revamped onboarding experience, smarter responses, and new handoff rules so your team stays in control of what the AI handles.

Use cases:

• Brands drowning in "where is my order" email volume with no automated resolution
• Merchants already using AfterShip or ShipStation who want live carrier data in AI responses
• Support teams spending agent time on queries that have a clear, data-driven answer
• Brands who've automated WhatsApp WISMO but still handle Email manually

Why it matters:

• 20-40% of support tickets are WISMO queries, this kills that load on Email without adding headcount
• Live carrier data means AI gives a real answer, not a generic status
• Sensitive actions, refunds, cancellations, it always stay with a human by design
• Removes the "will it work with my stack" objection for merchants already using major shipping tools

AI Impact Analytics - One dashboard that answers "is AI actually working?"

AI Impact Analytics gives you one dashboard view that answers the question every merchant and every leadership team eventually asks — is AI actually making support faster, better, and more scalable? A funnel shows every conversation from creation through AI resolution or staff handover. AHT, FRT, and resolution rate are split across AI agent, staff, and AI-assisted so the speed difference is visible in your own data. The intent table shows why handovers happened. AI labelling shows ticket coverage and top categories. Everything you need for a review call is in one place.

Use cases:

• Merchants who need to justify AI investment to leadership with concrete numbers
• GSMs running BRs who want a single view of AI vs human performance to share
• Support managers tracking which intents are causing the most handovers
• Accounts where the "AI isn't doing enough" narrative needs to be addressed with data

Why it matters:

• Closes the "prove AI ROI" objection with your own data - not benchmark figures
• AI FRT vs Staff FRT comparison is a ready-made proof point for any leadership deck
• Intent table tells you exactly why handovers happened - proactive signal, not reactive guesswork
• Staff performance table shows which agents are using AI and which aren't - actionable visibility

Customer Memory Personalization - "Hi Jane, welcome back." Three words that change everything.

Manifest AI now remembers customers across conversations and acts on it. A returning shopper is greeted by name with a personalised welcome note. Their email and phone, captured once via lead collection or agent handover are never asked for again. Every order they've tracked is saved in CRM so your team sees the full history right alongside the conversation. The difference between Manifest and a generic chatbot used to be features. Now it's continuity and that's a much harder gap to close.

Use cases:

• Repeat purchase brands where recognising returning customers builds loyalty
• High-consideration categories where shoppers return multiple times before buying
• Stores using agent handover where collecting contact details twice frustrates customers
• CX teams who need full order history visible without switching tabs or tools

Why it matters:

• Returning shoppers feel recognised, not like they're starting over every time
• Contact persistence means lead collection data actually sticks across sessions
• CRM order history gives agents full context before they say a word
• One demo moment, open Manifest as a returning customer, closes the generic chatbot comparison instantly

Image Input - Shoppers can now show, not just tell.

Manifest now accepts images in chat and inside AI Agent workflows. A shopper uploads a photo of a bag and asks "find me something like this" and the AI analyses it and suggests matching products. Inside Agent blocks, images can be processed and passed forward as URLs to the next step in the flow. Merchants can toggle image input on or off. Opens an entirely new class of shopping conversations that text alone could never handle.

Use cases:

• Fashion stores where buyers want style-matched recommendations
• Skincare brands identifying products from packaging or ingredient photos
• Furniture and home decor where visual matching drives discovery
• Brands running visual search or style quiz flows inside AI Agents

Why it matters:

• Removes the gap between what a buyer wants and what they can describe in words
• AI Agents can now handle visual context and not just text inputs
• Opens a new category of use cases that weren't possible before
• Strong demo moment, show it live and the comparison to generic chatbots ends immediately

More Launches this month

AI Performance Report - Your AI scorecard. Downloadable. Daily. By channel.

A new downloadable report under Helpdesk Reports gives a daily, channel-wise scorecard of your AI Agent's performance such as how many conversations it handled, how many it resolved on its own, and how many it handed to staff. Every key metric in one view: AI Closed vs Handed Over, FRT and AHT comparison between AI and staff, CSAT, SLA breaches, spam filtered, and active AI agents per channel. Filterable by staff member or team. Download directly or email to recipients on generation. If your team is still building this manually from multiple dashboard tabs, that stops now

Campaign Score - A number that shows how much your campaign setup is leaving on the table.

Merchants now get a 0 -100 Campaign Score that reflects how effectively they're using BIK's campaign capabilities, split across Reachability (channel setup, audience breadth, timing) and ROI (segmentation, personalisation, AI usage). A single action card surfaces the one highest-impact improvement they can make next, prioritised automatically by their biggest score gap. The score recalculates every time a campaign is sent, and consistent use is rewarded over one-off experiments, so merchants are nudged toward best practices, not just feature activation.

👋 That’s a wrap

You made it to the end - you’re now 5x more AI-savvy than you were 5 minutes ago.
Got feedback? Send us an email at help@bik.ai, we read every single message.

Until next time,
Team BIK