Inbound Voice AI Support for an E-commerce Brand

Retail & E-commerce — Sale periods brought surges in calls, most of them the same questions about order status, returns and refunds. Results: Calls Handled…

Client: Online Retail Brand. Sector: Retail & E-commerce.

The challenge: Sale periods brought surges in calls, most of them the same questions about order status, returns and refunds.

What we built: A voice agent answering incoming calls checks order details, handles return and refund queries, and passes harder cases to a person along with the full context.

Tech used: Voice Agent, Telephony, Order APIs, Helpdesk Handoff.

• Calls Handled Fully by AI: 65%
• Caller Wait Time: -80%
• Availability: 24/7
• Customer Satisfaction (CSAT): +15%

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