Fortune Global Limited has launched Fortuna, a new AI customer service platform designed for e-commerce merchants looking to automate support operations and improve response times. According to the company, the platform connects directly to online store databases, allowing it to access live order details, shipping updates, product information, and store policy documents when responding to customer inquiries.

The launch reflects a wider shift in online retail, where merchants are increasingly turning to automation to manage growing volumes of customer questions without expanding support teams at the same pace. Fortuna is positioned as a solution that can handle customer support emails using real-time store data, rather than relying only on pre-set scripts or static FAQs.

How Fortuna works for merchants

Once connected to a merchant’s store, Fortuna can pull information from order records, carrier tracking systems, product catalogues, and policy documents to generate answers for customer support requests. For example, the platform can provide delivery status updates for tracking-related questions and respond to product-related inquiries using catalogue data.

For more sensitive actions such as refunds, the company says the platform operates under a merchant-controlled approval system. In those cases, Fortuna provides its analysis and a suggested action, but the final decision remains with the merchant. No financial transaction is completed without explicit approval.

The company also says the platform supports customer communication in more than 40 languages with automatic language detection. Setup is offered through a plugin or app installed on a merchant’s e-commerce platform, with no developer resources or complex API configuration required for deployment. Fortuna is also designed to run continuously, helping merchants manage customer service requests around the clock.

Fortuna’s pricing starts at $47 per month for up to 250 conversations, while higher-tier plans range from $199 to $1,599 per month, depending on conversation volume. Additional Scale and Apex tiers are also available for larger operations.

Fortune Global Limited, which is registered in the Isle of Man, describes Fortuna as part of its broader push to develop AI-powered software products for e-commerce businesses serving global markets.

Source: FinancialContent