Overview
ShopBack is APAC's leading shopping, rewards, and payments platform, operating across 13 markets and connecting millions of shoppers with more than 20,000 merchant and brand partners worldwide. For consumers, ShopBack delivers rewarding experiences across online and in-store shopping every day.
Behind that seamless experience is significant operational complexity. Currencies, promotions, merchant partners, transaction flows, and shopper behaviours can vary from one market to another, while customers expect the same fast and accurate support regardless of where or how they shop. Delivering that consistency requires more than answering questions quickly; it requires understanding the context behind each interaction and applying the right process, policy, and judgement at the right time.
That is the challenge we are excited to help ShopBack address with Emily, our AI Agent, helping automate complex consumer operations at scale while maintaining a high-quality customer experience.
The operational complexity behind support
A shopper messaging about a missing cashback payout may look like a simple question on the surface. Underneath, it rarely is.
Resolving it accurately can require understanding which merchant the purchase was made with, which promotion applied and whether it was valid at the time of purchase, what state the specific transaction is in, whether the account has been authenticated according to that market's requirements, and what the claim status means under the relevant policy.
These details do not necessarily live in one place, and they are constantly changing. A promotion that was valid last week may no longer be active today, while a policy that applies in Singapore may differ from one in Hong Kong.
Multiply that complexity across 20,000+ merchant partners and 13 markets, and customer support quickly becomes more than FAQ handling. It becomes process intelligence applied consistently at scale, while maintaining the empathy and care customers expect when their money is involved.
Where Emily fits in
This is the kind of complexity Emily is built to handle. Rather than treating every inquiry as a generic ticket, Emily works from ShopBack's customer support playbooks and operational processes, understanding what a promotion's terms require, determining the current state of a transaction, and applying the relevant market-specific policy.
The goal is simple: every shopper, in every market, at any hour, should receive an answer as accurate and thoughtful as the one they would get from ShopBack's best human agent.
That is the standard we hold Emily to, and the standard that made this partnership possible.
A partnership built for scale
ShopBack facilitates more than half a million transactions daily and continues to drive billions of dollars in annual sales for merchants across the region and beyond. Sustaining that volume while still making each shopper feel looked after is the exact problem Level3AI was built to solve.
As ShopBack expands across APAC and adds merchants and markets to an already vast network, that complexity will grow. We look forward to growing Emily alongside it, so ShopBack can keep delivering rewarding experiences to shoppers everywhere it operates.
Key metrics
•
13
markets
•
20,000+
merchants
Industry
Fintech
Product
Chat & Email
