E-commerce
July 1, 2026
"The bot says it is an algorithm without explaining anything." "The AI promises to unblock my order and then nothing changes." "The chatbot quotes incomprehensible rules regarding my refused refund." Three failures where a poorly calibrated automated decision bot worsens mistrust.
An e-commerce decision explicability AI chatbot explains the category of the decision, cites generic factors, and offers human review if eligible, without promising to unblock or disclosing anti-fraud secrets.
This guide #866 covers intents bot_autodec_*, flow AUTODECbot, and KPI autodec_bot. Bot pair of the AUTODEC playbook (#865). AI use case: explaining tier 1 automated decisions without jargon or risk.
Summary
Why does an explainability bot reduce automated decision ticket volume?
Order blocked, refund refused, limited account: the customer wants to understand quickly, in plain language. A calibrated bot reads AUTODEC-MAP #865, quotes explain_copy and factors_copy, without NO-OVERRIDE violation or proprietary algorithm jargon.
What the tier 1 bot resolves (auto decision)
Explain category: explain_copy fraud motive refund limit map
Cite generic factors: factors_copy without secret algorithm map
Offer human review: human_review_copy if eligible map
Guide next step: next_step_copy SLA delay map
Customer support handoff: #865 complex autodec_* payload article22
AUTODECbot vs AUTODEC #865, AITRANbot #860, CONSENTbot #862 and AUTOPERSbot #864
Seven pieces of content, seven distinct AI customer trust angles.
Quick Matrix
#866 AUTODECbot: tier 1 bot explaining review factors handoff without override
#865 AUTODEC: agents lookup HUMAN-REVIEW AD-5 log
AITRANbot #860: disclose AI response distinct from system decision
CONSENTbot #862: request agreement for reco distinct from decision dispute
AUTOPERSbot #864: personalization error distinct from fraud blocking
AUTO-CANCELbot #770: stock payment cancellation distinct from risk filter
Anti-hallucination #123: policy map whitelist do not invent LLM reason
Pipeline: #866 bot explaining tier 1 → #865 agents execute AD-5 HUMAN-REVIEW or DPO if article22.
Which bot_autodec_* intents should be configured?
Eight auto-mapped auto-decision bot intents typologies autodec_* #865.
Eight bot_autodec intents
bot_autodec_why: explain_copy why decision map
bot_autodec_fraud_hold: fraud_hold_copy order blocked map
bot_autodec_refund_denied: refund_denied_copy refund denied map
bot_autodec_human_review: human_review_copy human review map
bot_autodec_factors: factors_copy elements taken into account map
bot_autodec_account_limit: account_limit_copy account restriction map
bot_autodec_gdpr: gdpr_copy article 22 handoff DPO map
bot_autodec_handoff: complex → AUTODEC865-HANDOFF-BOT
Unblock order or override API refund → human handoff #865 AD-5 only. Bot explain only.
How should AUTODEC-MAP #865 be consumed?
The bot reads AUTODEC-MAP #865 + bot fields: explain_copy, factors_copy, human_review_copy, next_step_copy, limits_copy, not_solely_copy, fraud_hold_copy, refund_denied_copy, account_limit_copy, gdpr_copy, autopers_reroute_copy.
Guardrails for sensitive auto decisions
AUTODEC-MAP-GROUNDED-BOT: decision response from map only
EXPLAIN-FIRST-BOT: explain_copy before any apology
NO-OVERRIDE-BOT: never promise bot unblocking or refund
NO-ALGO-LEAK-BOT: do not cite proprietary threshold fraud score
HUMAN-REVIEW-GATE-BOT: human_review_copy if eligible for map registry
AUTOPERS-REROUTE-BOT: personal recommendation error → AUTOPERSbot #864
AUTODEC865-HANDOFF-BOT: article22 repeat dispute → #865 agents AD-5
AUTODECBOT-SUP policy in six rules
Six rules for a responsible automated decision bot.
EXPLAIN-FIRST-BOT: decision category before technical detail
NO-OVERRIDE-BOT: do not unlock orders or approve refunds via bot
NO-ALGO-LEAK-BOT: generic factors only, no internal score
HUMAN-REVIEW-GATE-BOT: offer review if human_review_eligible map is true
LIMITS-COPY-BOT: limits_copy when out of bot scope
NO-UNLOCK-PROMISE-BOT: next_step_copy delay without guaranteed outcome
Flow AUTODECbot ADB-1 to ADB-8
Flow eight steps bot auto decision embed page order account refund status.
ADB-1 Classify: bot_autodec_* detect keyword blocked refused robot human review
ADB-2 Lookup: order refund status from read-only map
ADB-3 AUTODEC-MAP: explain factors human_review fraud_hold refund_denied
ADB-4 Explain: TPL-AUTODECbot-EXPLAIN according to intent
ADB-5 Guardrail: NO-OVERRIDE NO-ALGO-LEAK HUMAN-REVIEW-GATE AUTOPERS-REROUTE
ADB-6 Respond: TPL-AUTODECbot max 3 sentences grounded
ADB-7 Handoff or close: #865 #864 payload or close understood OK
ADB-8 Log: intent explain_first override_blocked algo_leak_blocked handoff Y/N
Example TPL-AUTODECbot-EXPLAIN
“ [explain_copy map.] [factors_copy map.] [next_step_copy map.] EXPLAIN-FIRST-BOT. ”
TPL-AUTODECbot and touchpoints templates
Four short explainability embed templates.
TPL-AUTODECbot-EXPLAIN
[explain_copy map.] [factors_copy map.] [next_step_copy map.] AUTODEC-MAP-GROUNDED-BOT.
TPL-AUTODECbot-HUMAN-REVIEW
[human_review_copy map.] [next_step_copy map.] HUMAN-REVIEW-GATE-BOT.
TPL-AUTODECbot-LIMITS
[limits_copy map.] [next_step_copy map.] NO-OVERRIDE-BOT.
TPL-AUTODECbot-GDPR
[gdpr_copy map.] Ticket reference {{id}}. AUTODEC865-HANDOFF-BOT.
Touchpoints
Order on hold page: bot_autodec_fraud_hold proactive
Refund denied keyword: bot_autodec_refund_denied trigger
Human review keyword: bot_autodec_human_review priority
Understand my decision footer: bot_autodec_why proactive
Edge cases and reroutes
Five cases outside tier 1 standard auto bot decision.
Reco error or false VIP offer: AUTOPERSbot #864 reroute
Order cancelled stock: AUTO-CANCELbot #770 reroute
AI reco consent: CONSENTbot #862 reroute
AI-generated chat response: AITRANbot #860 reroute
Formal Article 22 request: AUTODEC865-HANDOFF immediate DPO
Essential autodec_bot KPIs
Five AUTODECbot steering metrics.
autodec_bot_explain_deflect: closed resolved without agent repeat 7d
autodec_bot_explain_first_rate: EXPLAIN-FIRST / total appeals
autodec_bot_override_violations: override promise target audit 0
autodec_bot_human_review_rate: % human_review with tracked ticket
autodec_bot_handoff_rate: escalate #865 / total autodec bot
Target: autodec_bot_override_violations 0 and autodec_bot_explain_first_rate greater than 95%.
AUTODECbot anti-patterns
Five common automated decision bot mistakes.
Promising immediate unblocking: NO-OVERRIDE limits_copy handoff #865
Citing internal fraud score: NO-ALGO-LEAK factors_copy generic only
Apologizing before explaining: EXPLAIN-FIRST decision category first
Confusing blocking with personal error: AUTOPERS-REROUTE #864 if offer is incorrect
Treating Article 22 as a macro only: AUTODEC865-HANDOFF DPO mandatory
AUTODECbot with Qstomy
Qstomy on Shopify: detect bot_autodec intent, AUTODEC-MAP RAG grounded, NO-OVERRIDE guardrail order page, enriched handoff #865 tier 2 HUMAN-REVIEW.
Pipeline: #866 bot explain tier 1 → #865 agents execute AD-5 review or DPO.
Scenario: electronics retailer, order blocked by risk filter. Bot #866 explain + human_review, AD-5 agents within 12 hours. autodec_bot_explain_deflect 81%, override_violations 0 in 5 weeks.
Explore AI support and request a demo.
Checklist, FAQ and going further
AUTODECbot Checklist (8 steps)
Sync AUTODEC-MAP #865: RAG bot decision embed account order page
Policy AUTODECBOT-SUP: 6 rules EXPLAIN-FIRST NO-OVERRIDE NO-ALGO-LEAK
8 intents bot_autodec_*: flow ADB-1 to ADB-8
4 templates TPL-AUTODECbot-*: EXPLAIN HUMAN-REVIEW LIMITS GDPR
Block override API write: bot read-only do not unblock refund write
Red team 15 prompts: promise unlock algo leak skip explain article22 macro only
Footer Understand my decision: bot_autodec_why trigger embed
Dashboard KPI: autodec_bot_* section 9 override_violations explain_first
FAQ
Difference #865?
#865 = agents lookup HUMAN-REVIEW AD-5. #866 = bot explain tier 1 without override.
Difference #860?
#866 = system decision fraud refund. #860 = transparency AI chat response.
Does the bot unblock the order?
No. NO-OVERRIDE-BOT. AUTODEC865-HANDOFF if review required.
Client cites article 22?
bot_autodec_gdpr TPL-GDPR + immediate DPO handoff.
Going further
This week: deploy embedded Understand my decision footer, red team override_violations audit, sync bot_autodec_fraud_hold on-hold order page test.
Enzo
July 1, 2026
