AI Voice Agent for E-commerce Businesses
Most calls to an online store are the same handful of questions: where is my order, can I change it, how do I return it. An AI voice agent answers those from your live order data, so your team spends its time on the calls that actually need judgement, and phone support stops being the reason you avoid publishing a number.
- AI voice agents
- Inbound and outbound calls
- CRM integration
- FreePBX and SIP
- Human handoff
What the AI Agent Handles on a E-commerce Call
Order and delivery status
Looks the order up and gives the real position, including courier updates, rather than reading a generic policy.
Returns and exchanges
Explains your returns process, starts a return where your system allows it and sends the instructions.
Missing and damaged parcels
Captures what went wrong, raises the case and escalates anything that needs a decision.
Order changes
Handles address changes and cancellations while the order can still be changed, under your own cut off rules.
Product and stock questions
Answers from your catalogue: sizes, stock, compatibility and lead times.
Payment issues to a person
Refund disputes and payment problems go to a human. The agent does not take card details.
What a Call Actually Sounds Like
These are written call flows, not recordings of somebody else’s business. We build and demo them on your own services, prices and awkward questions.
Where is my order
Caller: Where is order 40912? It says delivered but nothing arrived.
AI agent: Let me check. Can I confirm the postcode on the order?
Caller: M1 4AE.
AI agent: Thank you. The courier marked it as left with a neighbour at number 14 yesterday at 16:20. If that is wrong I can raise a missing parcel claim now and someone will follow up within one working day.
In the background: the order is read through the store API, the claim is raised and the case is attached to the customer record.
A refund dispute
Caller: I was refunded the wrong amount and I want it fixed now.
AI agent: I can see the refund on the eleventh. This needs someone who can adjust it rather than me guessing at the figures, so I am putting you through with the order and the amounts already written up.
In the background: a ticket is created with the order and transcript and the call is transferred to a person.
What It Connects To
An agent that only talks moves the work to whoever reads the transcript. The value is in what the call changes in the systems you already run.
Your store platform
Orders, shipping status and stock read through the store API on WooCommerce, Shopify and similar platforms.
Helpdesk
Tickets created with the order, the issue and the transcript, routed to the right queue.
Courier tracking
Delivery status pulled from the carrier where an API is available.
Phone system
A published support number answered properly, through SIP or your existing PBX.
The telephony side is our own work rather than something we leave to you: see FreePBX integration, SIP trunking and API integration. Where a system you use has no usable API, or an off the shelf tool would do the job cheaper than a build, we will tell you that before you spend anything.
Calls Coming In, and Calls You Should Be Making
Inbound
The calls arriving now, including the ones that currently ring out.
- Order and delivery status
- Returns, exchanges and refund process questions
- Missing or damaged parcel reports
- Address changes and cancellations
- Product, stock and compatibility questions
Outbound
The calls that get made when somebody finds the time, which is rarely.
- Confirming high value or flagged orders
- Chasing failed deliveries and address problems
- Following up abandoned high value baskets where permitted
- Notifying customers of delays
- Returning missed calls
On outbound. Automated calling is regulated, and the rules differ by country and by call type. Consent, calling hours, do not call registers and disclosure that the caller is speaking to an automated system all apply in most places. We build campaigns to the rules that apply to you, and the lawful basis for calling remains yours.
AI Voice Agent for E-commerce: Common Questions
Can it actually see my orders?
Yes, where your store platform exposes an API, which WooCommerce, Shopify and most modern platforms do. The agent verifies the caller against the order, usually by order number and postcode, then answers from live data. Without that connection it can only read out policy, which is not worth building.
Will it take payments or card details?
No. We do not build the agent to collect card numbers, and payment issues route to a person or to your existing secure payment process. That keeps card data out of the call and out of the transcript.
We sell across time zones. Does that matter?
That is one of the strongest arguments for it. Orders arrive at all hours and so do the questions. The agent answers overnight enquiries with real order data instead of leaving customers waiting for your working day.
Can it handle angry customers?
It recognises them and gets out of the way. Frustration, repeated failed deliveries and refund disputes are escalation triggers that transfer to a person with the history attached.
Do we still need email and chat support?
Almost certainly, and the agent should feed the same systems rather than sit beside them. A phone call becomes a ticket in the same helpdesk, so the customer gets one coherent thread instead of two.
Want to Hear This on Your Own Calls?
Tell us how your calls arrive today and how many you are missing. We will map what an AI voice agent could answer, book and route for a business like yours, and say plainly if the numbers do not justify it.