The Problem
Before automation, support teams handled every call manually — repeating the same answers about products, sizes, shipping, returns and order status, and switching between the CRM, store backend and knowledge documents mid-conversation.
Calls were missed during peak hours and after hours, wait times grew, and answers varied depending on which agent happened to pick up. The team needed a system that could handle most queries automatically, around the clock, using the store's own data as a trusted knowledge base.
How It Works
The agent answers every call in a natural, human-like voice and is connected to the store's knowledge base — products, pricing, inventory, policies and FAQs — kept synchronized so it never quotes outdated information.
On each call it converts speech to text, identifies intent, and looks up the relevant answer: product details, shipping fees and delivery times, return and refund policy, promotions. For authenticated customers it can pull live order status by order ID or email. It holds context across follow-up questions and, when a call is complex or high-risk, forwards it to a human with a full transcript and a ticket already created.
Impact
- Every call answered, 24/7 — instant pickup at peak hour, midnight or mid-sale, with no dropped calls
- ~40–60 hours saved per support team each month — the equivalent of 1–1.5 full-time agents freed from repetitive FAQs
- Consistent, on-brand answers — every response pulled from the store's live product, pricing and policy data, not agent improvisation
- Humans handle only what matters — complex or high-risk calls escalate with a full transcript; everything routine resolves itself
