Santa Monica, California, USA, July 29th, 2026, FinanceWire
Route AI has been trained for seven years on billions of shipping and claims data points, enabling it to automatically handle customer issues involving lost, stolen, or damaged packages.
Route has launched Route AI, a post-purchase autonomous platform. While most e-commerce platforms focus on improving the customer shopping experience, Route AI will help e-commerce brands address post-purchase issues.
Over seven years of AI development went into building Route AI, training it on billions of data points so it can automatically resolve problems at scale.
“We didn’t build Route AI to support post-purchase. We built it to transform it,” said Eric Kobe, Route’s CEO. “Post-purchase has historically been reactive. Something breaks, a customer complains, and a team steps in manually. Route AI changes that. It detects issues, decides the best outcome, and helps resolve them instantly. At scale.”
Addressing the Post-Purchase Customer Experience
A crucial time for a brand and its customers is after a purchase has been made and the product is shipped. Problems may occur, such as damaged shipments, lost packages, and stolen deliveries. The responsibility of reporting these issues traditionally rests on the customer, requiring them to reach out to customer support. These issues are usually handled by customer support or fraud management.
Instead of brands dealing with customer issues manually, the Route AI platform changes this model by continuously monitoring shipments, detecting problems early, and automatically acting to resolve issues when needed.
Route AI is not a customer support chatbot or a recommendation engine. It is an autonomous decision-making platform that helps brands deal with post-purchase issues, ensuring customers receive the help they need.
“The reactive playbook is outdated. Route AI rewrites it, detecting issues before they arise, automating issue resolution, and elevating the moments where human support matters most,” said Kobe.
Built on Years of Data and Enterprise Infrastructure
Route AI detects and addresses post-purchase issues by analyzing data throughout the process, including carrier reliability, order data, and shipping performance. It also takes into account customer behavior and looks for fraud signals.
“When Route AI detects an issue or anticipates one, it takes action in real time. Many issues are handled automatically, while our support team focuses on the moments that require human judgment and care. The result is faster outcomes, without losing the human touch,” Kobe explained.
What Makes Route Different
The autonomous platform has processed over 1.4 billion shipments and 185 million protected orders. Route AI has 13,000 brands on the platform and currently has a customer satisfaction score of 97%, reflecting its ability to detect problems early, make intelligent decisions, and resolve issues.
Route AI combines AI with regulatory infrastructure. It is licensed as an insurance producer in all 50 states, which allows the platform to resolve claims, issue reimbursements, and cover losses. This places Route AI ahead of many of its competitors.
Route AI is a new approach to post-purchase e-commerce and is helping brands move from being reactive to proactive in their customer support.
About Route
Route AI is a post-purchase platform that has processed more than 1.4 billion shipments for over 13,000 brands. The AI-driven platform helps e-commerce brands by monitoring shipments and resolving any issues.