Use cases
Order status without an agent
With CONTACT.WORK, "where is my order?" questions stop reaching your agents. The bot looks the order up in the same system your team uses and tells the customer, by phone or chat, what stage it is at, when it will arrive, and where to pick it up. You tell customers about delays before they notice. The bot verifies the caller, reschedules delivery by itself, and hands disputed cases to a person along with the full conversation.
CallerAnna S.recognized by numberOpen order№ 58214en routeMenugave the statusright awayAgentnot neededcall closedChallenges
What "where's my package?" calls cost you
Solution
How the bot takes load off your agents
Lookup
Finds the order even when the customer doesn't know the number
An order number, phone number, or tracking number works, including international tracking numbers. If the customer calls from a different phone, the bot looks the package up by tracking number or the recipient's last name – in the same database your employees use.
- Order or phone number
- International tracking
- Recipient's last name
Caller+7 918 *** 41 07number not on the orderTrackingLP004512889RUfoundRecipientEmily K.matchedSourceorder systemvia APIStatus
A clear answer instead of a system code
The bot explains in plain words where the order is, when it will be delivered, and where to pick it up, with the pickup point's address and hours. The IVR recognizes repeat customers by caller ID and names their open order right away.
- Stage and day
- Pickup point
- Recognizes repeat customers
Order№ 58214recognized by numberStageout for deliverytoday 9:40 AMDeliveryThursday, 12-4 PMfrom the order systemPickup point15 Main Stuntil 9 PMDelays
Customers hear about a delay from you before they can complain
If a shipment runs late, the bot warns the customer first, gives the expected day, and offers a choice: wait or reschedule. You can credit an unhappy customer with bonus points or give them free shipping on their next order.
- Reaches out first
- Expected day
- Bonus for unhappy customers
Delayed orders126shipment rescheduledAI agent notified118call or messageExpected dayin 2 daystold to customerCompensation9bonus or deliveryChanges
Delivery changes without tying up your staff
First the bot checks the caller against the order data or asks for a code word. Then it changes the address, day, or recipient, and the warehouse and driver get a task automatically.
- Caller verification
- Updated details
- Warehouse task
Reviewsecurity wordpassedAddress7 North StreplacedDaySaturdayinstead of FridayTaskwarehouse and couriersentHandoff
Claims go to a person who already has the full picture
Damage, missing items, a dispute over dates – the employee gets the whole conversation with the customer's photos and the order number. Managers see which claims are past their response deadline.
- Customer photos
- Assigned owner
- Deadline tracking
Order№ 57730damagePhotos2 photosfrom chatOwnerquality teamgot the chatReply bytomorrow, 6 PMdeadline trackedExamples
Four real-world cases
What happens and how it pays off.
Where's my package?
A woman calls from her work phone, though the order is under her personal number, and she doesn't have the tracking number handy. An agent used to spend a long time searching for her shipment by hand. Now the bot asks for her last name, finds the package, tells her it is on its way and will be at her door on Thursday, and offers to let her pick it up sooner at the pickup point closest to her home. The call is short, and the line stays free.
- Last-name lookup
- Delivery day
- Nearby pickup point
Callfrom a work numberorder not foundSearchby last namefoundStatusen routearrives ThursdayOfferpickup point near homepick up soonerA hundred orders are running late
A supplier falls behind, and about a hundred orders will miss the promised date. Customers used to discover this on their own and call almost all at once, swamping the line. Now the bot calls and messages each one in advance, gives the new day, and offers to wait or pick another date. Inbound calls drop, and upset customers are offered bonus points.
- Advance warning
- New day
- Bonus
Orders100won't arrive on timeAI agent notifiedeveryonecall and messageNew daystatedwait or rescheduleUnhappy customersbonusofferedThe customer will be out of town
A customer realizes they will be away for the weekend when the driver arrives and asks in chat: "Can you deliver to a different address?" The request used to wait for a manager, and the truck often went to the old address. Now the bot verifies the customer, records the new address and a convenient time, and sends a task to the warehouse. The driver goes to the right place, and no agent had to step in.
- Verification
- New address
- Warehouse task
Message"can it go to another address?"in chatReviewfrom order datapassedAddress and timeupdatedin the order systemWarehousetaskno agentWrong color
A customer opens the box and sees the color is wrong. They send a photo in a messaging app. The photo used to get lost among other messages, and the customer had to write again. Now the bot files a claim – order number, reason, photo – and passes it to the assigned owner with a response date. The customer knows when to expect a call back, and the manager sees a missed deadline right away.
- Photo in a messaging app
- Assigned owner
- Response date
Photoswrong colorfrom a messaging appClaim№ 57912filed by AI agentOwnerscheduledreply by FridayDeadlinetrackedby a managerThese are examples: you decide what the bot can resolve without an employee.
Capabilities
What else the bot does with orders
Delivery, returns, reviews, and dedicated lines.
Difficult cases
- Flagged inquiriesFollow-up questions about the same order and calls from key customers are flagged and skip the general queue.
- Stuck packageNo tracking updates for longer than a set time – the bot messages the customer without waiting to be asked.
- Delivered but not receivedThe bot suggests checking with neighbors, the front desk, and the mailbox, and if the package isn't there, opens a trace or a replacement and gives a timeframe.
- Canceled – where's my money?The bot explains when and where the refund for a canceled order will arrive.
- Suspicious orderOrders flagged for a payment issue or fraud risk go straight to a specialist.
Delivery
- Stage-by-stage notificationsConfirmed, shipped, out for delivery – the customer hears about every step automatically.
- Your own delay thresholdSet separately for local, domestic, and international shipments: how long before an order counts as late.
- Call summary by messageAfter the call, the bot sends the order number, delivery date, and pickup point address by SMS or a messaging app.
- Package at the pickup pointThe bot names the sender and contents, says where the pickup point is and when it's open, and offers courier delivery.
- Nearest pickup pointFinds a pickup point by ZIP code or address.
- Payment on deliveryThe bot tells customers whether they can pay by card on delivery – to the driver or at the pickup point.
Returns and extra charges
- Simple claims without an employeeconfigured for youThe bot approves a return or replacement of a low-cost item itself – within limits you set.
- Promo code for the waitconfigured for youA customer upset by a delay gets a discount code from the bot.
- Returns and refusalsThe bot processes the return and gives the pickup day for the item.
- Storage and overweight feesReminders about paid storage or overweight charges.
- CustomsCustoms clearance stage and duty amount based on the shipment data.
After delivery
- Repeat inquiriesA report counts customers who asked about the same order again within a week.
- RatingsA low delivery rating reaches a manager the same day.
- ReordersCustomers get a reminder to reorder.
- Cancellations at confirmationThe report shows why orders get canceled at confirmation.
Drivers and partners
- Driver lineA separate number and queue. The agent sees the whole route with every order on the truck.
- Partner lineWarehouses, merchants, and pickup point owners get through without waiting in the general queue.
Modules
Contact center modules
Launch
How we launch
- 01ReviewWe count your daily order status inquiries and decide which ones to hand to the bot.
- 02ConnectionWe connect the platform to your order management system: statuses, tracking numbers, dates, and pickup point addresses.
- 03RulesTogether we choose how to verify customers and which details the bot may change without an agent.
- 04Call flowsWe prepare answers for the IVR, the voice bot, and chat, and set up outbound calls for delays.
- 05TestingWe run the bot on real orders from your customers and rewrite any inaccurate answers.
- 06Go-liveWe turn on phone and chat in stages; a report shows the share of order questions resolved without an agent.
Preparation
What to decide up front
Q&A
Frequently asked questions
Which order management systems does the bot support?
The bot works with Bitrix24, Kommo (amoCRM), Salesforce, Microsoft Dynamics 365, SuiteCRM, and any other system with an API. If there is no prebuilt connection, our engineers set one up.
Does the bot work in messaging apps?
Customers can message it on WhatsApp, Facebook Messenger, Instagram, or Telegram. It also answers email and website visitors. The information is the same as in a phone call.
How does the bot verify the caller?
It checks details only the customer knows against the order data or asks for a code word. Without verification it changes nothing.
What if the customer wants a live person?
The bot connects the customer to an employee, who immediately sees everything the bot has found out, so the customer doesn't have to explain again.
How much does the bot cost?
The voice AI consultant in our cloud costs from $0.06 per minute. If you run it on your own servers, there is no per-minute fee. In chat, you pay for the language model at the rates of the service you choose.
How long does setup take?
The bot launches fastest in our cloud – from one day. Most of the time goes into connecting to your system and testing on real orders. Our engineers' work is billed against the hours included in your support plan.
What happens during a sale, when everyone asks about orders at once?
We size the server and phone lines in advance for your busiest day. The bot handles the flood of status questions, and your team handles claims.
How do I know how many calls the bot took off the line?
A report shows how many inquiries the bot closed by itself and how many it passed to your team. The savings calculator turns that into dollars.
Does a small store need a voice bot?
We offer the voice bot to companies with ten or more agents. A small team is well served by a touch-tone menu with order status and chat with the bot.
Is this only for online stores?
No. It works for any business where orders aren't fulfilled instantly: courier services, manufacturers, auto repair shops, furniture and electronics retailers.
Glossary
Terms on this page
- IVR (interactive voice response)
- A phone menu: the caller hears a greeting and picks the right department. Learn more →
- API (application programming interface)
- The way programs exchange data with each other without a person in the loop. Learn more →
- AI voice agent
- Talks to callers and resolves simple requests without a human agent. Learn more →
- Cloud deployment (cloud)
- The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
- Omnichannel customer service
- All channels in one agent workspace, with the customer's full history alongside. Learn more →
- On-premises deployment
- The system runs on the company's own servers, not in the vendor's cloud. Learn more →
- Large language model (LLM)
- A neural network that understands questions asked in everyday words and answers the same way. Learn more →
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