Webshops & e-commerce · Customer service & communication

Order-status phone calls answered by a voice agent

Callers who would otherwise wait in a queue get their order status, the return steps or the nearest pickup point's opening hours from a voice agent that looks up the order by phone number; a payment problem or an angry customer is passed to a colleague with the call summary on screen.

Avg. time saved: 5–8 h/week· ≈ 28 h/month
Rollout: AdvancedDay 36+
Who it is for: Online retail and marketplaces

Add to my package AI voice agents

In short

Order-status phone calls answered by a voice agent: Callers who would otherwise wait in a queue get their order status, the return steps or the nearest pickup point's opening hours from a voice agent that looks up the order by phone number; a payment problem or an angry customer is passed to a colleague with the call summary on screen. It typically gives back 5–8 hours a week to whoever does this by hand today. Built for: Online retail and marketplaces.

Typical hours saved per week for the people doing this by hand today, from the 2026 report's ranges. The AI writes what that time makes possible.

Example

Comes in

Call at 17:40, 8 people waiting: “I ordered a stroller last week, is it coming tomorrow? I have to be home for it.”

The AI

Finds the order by caller ID, reads the courier tracking: out for delivery tomorrow 8–12
Offers to send the tracking link by SMS

Comes back

Call closed in 70 seconds, SMS sent; 55% of calls end without a colleague, waiting time drops below a minute