Handle store and shopping questions
Answer approved questions about opening hours, locations, delivery areas and the published return process. Product availability and delivery dates need a verified source rather than a general knowledge answer.
AI voice agents for retail
Make the next step clear for every order enquiry.
Customers calling about a delivery want an answer they can trust. An AI voice agent can explain published store policies, capture order enquiries and, where a verified connection supports it, retrieve current information for the caller.
Where a voice agent can help
Look up an order when authorised
Agree on proportionate verification and the exact order fields the agent may access. Report only the status returned by the connected system. An unavailable lookup should produce a follow-up request, not an estimated delivery promise.
Route returns and exceptions
Collect the order reference and reason for a return. Explain the documented process, then route damaged items, disputed charges and policy exceptions to the team authorised to decide them.
A call your team might receive
A customer asks why an order has not arrived. With an authorised order connection, the agent shares the recorded status and captures any unresolved issue. Without that connection, it records the reference and concern for support instead of inventing a courier update.
Give the pilot a clear brief
Bring to the planning call
- Published shipping, return and store policies
- Order verification rules and supported lookup fields
- Owners for delivery exceptions and refund reviews
Share your phone provider, required languages and expected call volume. Confirm the supported connections and permissions before using live business records.
Review these outcomes
- Accurate order-status responses
- Enquiries resolved without a repeat call
- Escalations with a usable order reference and reason
Review actual conversations with the people who handle this work today. Expand the scope only when the answers and follow-up process are reliable.
Read the practical planning guide and check phone, CRM and calendar requirements with your team.
Questions from retail & ecommerce teams
Can VirtualVox approve refunds?
Refund approval should follow your authorised business rules and supported system actions. A customer-service conversation alone does not confirm eligibility or move money.
Can it work with our online store?
Provide the ecommerce platform, account plan and required actions. Order lookups, ticket creation and customer updates each need to be verified for the deployment.
YOUR WORKFLOW, IN DETAIL
Plan a business demoBring us the calls that slow your team down.
We’ll discuss the questions, handoff rules and connections your deployment needs. For the underlying process, explore ai customer support.