Hospitality & retail
AI receptionist & agentic automation for e-commerce stores
Where is my parcel, how do I return this, which size am I. Three questions fill your entire support queue — and all three have a fixed answer.
Sound familiar?
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Around the holidays your volume triples and you hire people for six weeks of work.
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Delivery and returns questions are eighty per cent of your tickets and all have the same answer.
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Customers expect an answer in the evening, when your support desk is closed.
What the agent does
From missed call to booked job
Answer and establish urgency
The agent handles the recurring questions on phone and chat: delivery status, lead times, returns procedure, warranty, payment methods and stock.
Appointment in your calendar
With an integration to your store or carrier it can retrieve an order status after verifying the customer, rather than only taking the question.
Summary on WhatsApp
It starts returns following your procedure: recording the reason, sending the label and queueing the return in your system.
Every caller recorded
Complaints about damage or a wrong item go to a person with priority, with photos and order number attached.
Answers from your knowledge base
Customers who ask a question but do not order are recorded with the reason, so you can see which pages or products raise questions.
Advantages
The holiday peak without temporary staff
An agent handling three times the concurrent conversations costs nothing extra. Onboarding six weeks of temps does.
Answers in the evening and at weekends
Consumers shop outside office hours and expect answers then. That is exactly when your competitor is closed too.
Phone and chat with the same answer
The same knowledge base feeds both channels, so a customer never gets two different stories.
Your people only do the hard work
Complaints and exceptions deserve a person. Delivery status does not.
Drawbacks and limits
We list the drawbacks because otherwise you discover them after buying. Each one comes with how we handle it.
Without an integration it only takes the question
A real order status needs a connection to your store or carrier. Without it the gain is limited to availability, which is less than half the promise.
An angry customer does not want a bot
On a second complaint about the same order an assistant works against you. Escalation rules based on prior contacts are a necessity here, not a luxury.
Sizing and product advice is risky
The agent can only advise from your product data. If that is missing or incomplete, referring on beats an answer that causes a return.
Frequently asked questions
Can the agent look up an order status?
With an integration to your store or carrier, yes, after verifying the customer on order number and e-mail address. Without one it takes the question with all details and queues it for your team.
Does this work in the chat on my website too?
Yes. The same knowledge base feeds the phone and the chat widget, so a customer gets the same answer on both channels.
Can the agent process returns?
Yes, following your procedure: recording the reason, sending the label and registering the return. Exceptions outside your terms go to a person.
When does the agent involve a human?
By your rules: on complaints, on a second contact about the same order, on requests outside your terms, and always when the customer asks.
Also relevant
Transport & logistics
Handle status calls, qualify transport enquiries and report exceptions to planning.
Accountants
Handle standard questions on submissions and deadlines, and book consultations.
Restaurants
Take reservations, process changes and fully qualify group enquiries.
Ready to stop missing callers?
Tell us how your phone runs today and we will show you in a demo what the agent does in your situation.