Turn "where is my order" into a fast, high-trust experience.
A voice agent can look up orders, answer policy questions, and initiate returns—while escalating anything sensitive with structured context.
A good v1 looks like…
A single workflow with clear boundaries, integrations, and a measurable outcome. We ship the smallest production-ready version first—then expand once it’s stable.
What order status + returns automation can include
The core steps we automate, with explicit handoff paths.
- Identify the customer (email/phone/order number)
- Look up order status and provide the latest tracking update
- Answer policy-safe FAQs (shipping timelines, return windows)
- Capture return reason + condition and start the return workflow
- Escalate disputes or exceptions with clean notes
System architecture
A high-trust post‑purchase call flow
Fast lookup, policy-safe answers, and a clean handoff when it’s not straightforward.
Example flow
Step 1
●Verify + locate the order
Collect a minimal identifier (order number / email) and confirm the matching order to avoid errors.
Step 2
●Resolve the common path
Share tracking status, delivery ETAs, and the next best action—without making the customer wait on hold.
Step 3
●Start the return intake
Gather the reason/condition and initiate an RMA workflow (where supported), or create a ticket with structured fields.
Step 4
●Escalate exceptions
For policy edge cases (late delivery, damaged goods, chargeback risk), route to a human with clear context.
Best fit scenarios
Workflows that tend to ship fast and perform well.
Good fit when
If you can answer “yes” to most of these, we can usually ship a useful first version quickly.
- High volume of order status calls/tickets
- Returns intake that is currently manual and inconsistent
- Teams that need better structured capture before escalation
- Any workflow with clear policies and exceptions
What we validate in week one
- Success metric + definition of “done”
- Escalation rules (when to hand off)
- Integration points + required fields
- Logging + monitoring approach
Guardrails we design for
Reliability comes from boundaries + fallbacks—not vibes.
- Policy boundaries (what can be approved vs escalated)
- Identity checks before sharing sensitive order info
- Explicit confirmations for critical details
- Fail-safe escalation for uncertain matches or risk signals
Integrate into your commerce stack
We connect the agent to the systems that hold truth: orders, tickets, and payments.
Data access
Order lookup + tracking updates
Helpdesk
Ticket creation with structured fields + call summary
Integration
Return/RMA initiation (where supported)
Notifications
Notifications to support channels for exceptions
How teams measure success
We instrument outcomes so you can judge impact clearly.
- Ticket deflection rate for WISMO
- Average handle time (AHT)
- Return intake completeness
- Escalation rate + reasons
- CSAT on post‑purchase calls
Related
Most use cases ship fastest when anchored to a clear service scope and delivery plan.
Custom AI Solutions
See how we scope and ship voice workflows with handoffs, logging, and reliability.
Security
How we handle data boundaries, auditability, and guardrails in production.
Related
Most use cases ship fastest when anchored to a clear service scope and delivery plan.
Next step
Want to reduce post‑purchase support load?
Tell us your top 5 call intents (order status, returns, damaged, address change, etc.) and what systems you use. We’ll propose a scoped v1 with policies + escalation rules.