E-commerce and D2C
Order tracking, returns, COD verification, and delivery rescheduling by voice or WhatsApp.
Client
Ruplez
Category
Order tracking, returns, COD verification, and delivery rescheduling by voice or WhatsApp.
Date
Jul 25, 2025
A growing e-commerce /D2C brand was facing high RTO (Return to Origin) and heavy load on its support team.
Many orders had incomplete or incorrect addresses.
Customers weren’t always available at the delivery time, leading to failed attempts.
The support team handled hundreds of daily calls asking: “Where is my order?”, “Kab tak aayega?”, “Return kaise karna hai?”
Hiring more agents to handle peak sale days was expensive and difficult to scale.
This directly impacted profitability and customer satisfaction.
Aguken AI introduced an AI voice agent for order confirmation, address verification, and support automation.
For COD and sensitive orders, the AI agent called customers to verify address, availability, and intent before shipping.
During peak periods, the agent proactively informed customers about shipment status or delays via automated outbound calls.
Customers could speak naturally—“Haan, address thik hai”, “Kal deliver karwana hai”, “Cancel kar do”—and the agent handled updates accordingly.
Common support questions (delivery status, return window, basic policies) were answered instantly without human intervention.
All outcomes (confirmed/cancelled/rescheduled) synced back to the brand’s order management or CRM system.
With voice AI in place:
The brand reduced avoidable RTO by filtering low-intent or unreachable orders before dispatch.
Delivery partners got cleaner, verified addresses, improving first-attempt delivery success.
Support teams saw a significant drop in repetitive “WISMO” (“Where Is My Order”) calls, freeing them to focus on complex and high-value cases.
Customers experienced faster, more transparent communication around their orders in the language they were most comfortable with.
The result is a more efficient operation, healthier margins, and a better post-purchase experience—key drivers of repeat purchases in e-commerce and D2C.
