E-COMMERCE & RETAIL

Give every order
a next step.

Answer order questions, collect return requests, and help shoppers reach the right support.

Anna, your e-commerce & retail voice agent

Everyday calls.
Thoughtful next steps.

An ecommerce order fulfilment workstation inside a stylish clothing retail shop: shop owner packing clothing into open shipping cartons, shipping label printer, barcode scanner, racks of clothing and neatly stacked outgoing parcels, laptop with abstract unreadable online product thumbnails

01 / ORDER UPDATES

Resolve the everyday questions.

Use connected order information and approved policies to guide customers through their next step.

Identify the order securely
Check the latest order status
Explain the approved options

Explore how to build your agent

A conversation about returns and exchanges in e-commerce & retail

Delivery window confirmedTomorrow, 10 AM–2 PM

02 / RETURNS AND EXCHANGES

Keep customers in the loop.

Share delivery updates and gather any changes your fulfilment team needs.

Use approved details from your connected tools
Capture changes and confirm the next step
Bring your team in for exceptions

Explore outbound workflows

A customer or specialist discussing product enquiries

“I’d like to exchange an item.”Return request → support team

03 / PRODUCT ENQUIRIES

Make exceptions easier to handle.

Collect the issue and relevant context before transferring complex requests to your support team.

Answer from information your team approves
Recognize when the caller needs a person
Share useful context during the handoff

Explore in-call workflows

Start with one
well-defined workflow.

Connect your systems

Connect permitted order and CRM workflows; assess custom return, inventory, and fulfilment APIs.

Set clear boundaries

Choose the information, actions, and handoff rules your agent can use.

Test before launch

Review common requests and difficult exceptions with your team.

Questions before you launch.

Can Anna look up an order across our storefront and delivery systems?

Confirm the order lookup, customer verification, and shipment endpoints available in your systems. The workflow should use the current order record and distinguish dispatch status from a carrier’s delivery estimate.

Can it authorize returns, refunds, or exchanges?

Define eligibility rules, approval limits, and the actions your integrations support. Keep exceptions with your team, and confirm a refund or return only after the connected system accepts the action.

What happens when a parcel is late, missing, or marked delivered?

Create separate paths for each case using your support policy. Collect the order and delivery details, explain the verified next step, and hand off disputes or exceptions without promising an unsupported delivery date.

How do we know the agent reduces support effort?

Track resolved order enquiries, correctly submitted returns, repeat contacts, and escalations. Review failed lookups and policy exceptions as well as successful calls.

A better first call.
A clearer next step.

Bring your workflow. Let’s make the next conversation better.

Talk about your workflow