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A retail AI voice agent answers the high-volume, repetitive calls that flood a store or online shop: where is my order, how do I return something, do you have this in stock. It resolves most of them end to end and only brings in a person for genuine complaints, fraud disputes, or complex returns.

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The typical call

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What the agent handles

Retail and e-commerce callers arrive with a small set of predictable intents:
  • Order status. “Where is my order?” The agent looks it up by order number, email, or phone and reads back the shipping and delivery status.
  • Returns and exchanges. Start a return, explain the policy, and send the caller the details they need.
  • Stock and availability. “Do you have X in stock?” Check current stock levels before the caller drives to the store or places an order.
  • Store and policy questions. Hours, location, delivery windows, and return policy, answered from the knowledge base.
  • Escalations. Genuine complaints, fraud disputes, and complex returns are handed to a person, with the full order context attached so nothing is repeated.
The agent typically resolves 70 to 80 percent of these calls without a human.

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Tools it uses

Retail agents lean on a few built-in tools, plus a connection to the store’s own order system. Switch them on per agent from Agent Tools.
  • Knowledge lookup for hours, location, delivery windows, and the return policy.
  • Transfer call or Transfer to extension to hand a complaint or complex return to a person, with a CRM note attached to the call record.
  • Create lead to log a follow-up or a missing-item ticket into your CRM.
  • Send SMS and Send email to confirm a return, share a tracking link, or send a ticket reference.
  • Send payment link to take a payment for an exchange or a replacement order without the caller leaving the call.
Order lookup, shipping status, returns, and stock checks connect to your own commerce and courier systems through Connectors or Custom HTTP Tools. See Agent Tools for the full catalog.
When the agent cannot resolve a call, it does not dump the caller in a queue. It transfers to a person with the order number, the caller’s details, and a summary of the conversation already attached, so the handoff feels seamless.

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Example call

Caller: I ordered something last week and it hasn’t arrived. Agent: Let me check. What’s your order number, or the email on the order? Caller: My email is simon at example dot com. [Agent looks up the order] Agent: I see order 4471-8823, placed on the 14th, a wireless speaker. It shipped on the 15th and was marked delivered yesterday at 3:42 PM to your reception at the office address. Want me to check with the courier, or try reception first? Caller: Oh, I didn’t check reception. Let me do that first. Agent: No problem. If you can’t find it, call back with that order number and I’ll open a missing-item ticket right away. Anything else? Caller: No, that’s it, thanks. Agent: Happy to help. Have a good one.

Back to the conversation flow library

See all six industry patterns: medical, automotive, legal, real estate, restaurant, and retail.