Order status, returns and stock questions are the same twelve conversations, all day, every day.
What we automate first
- /01
Order and delivery enquiries
Answered from live order and courier data, identified from the phone number or email, no reference needed.
- /02
Returns handling
Eligibility checked, labels issued and the exceptions routed to a person with the history attached.
- /03
Stock and product questions
Answered from the live catalogue rather than a static FAQ that went stale in March.
- /04
Supplier and purchasing admin
Purchase orders, confirmations and delivery paperwork matched automatically.
An example automation
Retailer example. An illustration, not a client result.
Questions from E-commerce & Retail firms
Will it handle angry customers?
It hands them to a person quickly and deliberately. Trying to de-escalate automatically is how you lose the customer twice.
Can it process a refund?
Where the platform allows it and you want it to. We default to read-only and add write actions one at a time, each logged.
What about peak season?
That is the case for it. Volume triples and the agent does not need a rota.