An online shop's support inbox is really two inboxes wearing the same chat bubble. One is the shopper who has not bought yet and is deciding whether to. The other is the customer who already paid and now needs something to go right. They arrive through the same widget, and the cheapest mistake you can make is answering both with the same agent behavior. I build AI support agents for e-commerce, and separating these two has done more for results than any model upgrade. Here is how we think a...