Convi Academy
Practical guides and tutorials to help you deliver better customer support, use AI effectively, and grow your Shopify store.
Choose Your Learning Path
Curated sequences of guides and tutorials based on your role. Each path builds knowledge step by step.
AI Commerce Kickstarter
Go from zero to a functional AI-powered support channel. Start with the fundamentals, then put your knowledge into practice with hands-on tutorials.
Support Optimization Playbook
Take your support from good to great. Learn to measure performance, reduce ticket volume, find the right AI-human balance, and build a knowledge base that scales.
Revenue Through Conversation
Turn your chat widget into a revenue channel. Understand the cost of bad support, learn conversational commerce, and build a data-driven business case.
All Guides & Tutorials
Browse all 12 educational resources. Each one is written to give you actionable knowledge you can apply today.
How AI Chatbots Actually Work: A Non-Technical Guide
Understand the technology behind AI chatbots without the jargon. Learn how NLP, intent recognition, and LLMs power modern customer support.
The Real Cost of Bad Customer Support (And How to Fix It)
Quantify the hidden costs of poor support — lost revenue, churn, negative reviews — and learn a practical framework to fix it.
Building a Knowledge Base That Actually Works
Why most knowledge bases fail, how to audit and organize content, write for AI, and maintain it over time.
The Merchant's Guide to AI-Powered Order Tracking
Automate the most common support request in ecommerce. Learn how AI handles WISMO queries and improves post-purchase experience.
How to Measure Customer Support Performance
The essential KPIs every ecommerce store should track, realistic benchmarks, and how to use data to improve.
Conversational Commerce: Turning Chat into Revenue
How to use chat as a sales channel — product recommendations, upselling, cart recovery, and measuring revenue impact.
When to Use AI vs. Human Agents: A Decision Framework
A practical framework for deciding which queries AI should handle and when to escalate to humans. Includes the Query Complexity Matrix.
The Complete Guide to Reducing Support Tickets
Analyze ticket sources, implement proactive information, build self-service, and automate — without sacrificing quality.
Multilingual Support: Serving Customers in Every Language
How to support international customers with AI translation, cultural nuances, and multilingual FAQ strategies.
How to Calculate AI Chatbot ROI for Your Store
A data-driven guide to calculating total cost, quantifying benefits, and building a business case for AI support.
Setting Up Your First AI Welcome Message
The psychology of first impressions, 5 proven templates for different store types, and how to A/B test your welcome message.
How to Write FAQ Entries Your AI Can Actually Use
Why AI struggles with poorly written FAQs, the ideal format, 10 before/after examples, and a maintenance checklist.
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