Customer Support Voice Agent for an E-commerce Brand

E-commerce & Retail: Call volumes spiked during sales, and most calls were repeat questions about order status, returns and refunds. Calls Resolved by AI…

Client: E-commerce Brand. Industry: E-commerce & Retail.

Challenge: Call volumes spiked during sales, and most calls were repeat questions about order status, returns and refunds.

Solution: An inbound voice agent looks up orders, answers return and refund questions, and hands complex cases to a human agent with full context.

Technologies: Voice Agent, Telephony, Order APIs, Helpdesk Handoff.

• Calls Resolved by AI: 65%
• Wait Time: -80%
• Coverage: 24/7
• CSAT: +15%

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