Plan around your cut-off
When orders jump, confirmation calls must finish before the warehouse starts packing. Fix the timings a week ahead, not on the day.
USE CASE For online stores and D2C brands in India
AI Voice Agent for Ecommerce: 6 calls across every order
An AI voice agent for ecommerce is software that makes and answers phone calls for an online store, in a natural voice and the buyer's own language. It confirms cash-on-delivery orders, checks addresses, follows up failed deliveries, arranges returns, answers order-status calls and rings past buyers when it is time to reorder. This guide covers all 6 calls and where to start.
- From order placed to repeat order
- Hindi and 8 more Indian languages
- People step in when judgement is needed
The basics
Why online stores still need the phone
Online shopping needs no call until something goes wrong, and then only a call will do. Parcels need an address the courier can find, a person to receive them and, for cash on delivery, someone ready to pay. Many Indian buyers miss or ignore messages but will answer a call, especially about a parcel they are expecting. Here is what a voice agent does after a delivery attempt fails:
Failed delivery follow-up · Clothing store · HinglishExample conversation
AI agentNamaste Arjun ji, main [Store] se bol rahi hoon. Aaj courier aapka parcel lekar aaya tha, lekin delivery nahi ho payi. Kya hua tha?
CallerMain office mein tha, ghar par koi nahi tha.
AI agentKoi baat nahi. Kya kal shaam ko ghar par koi hoga, ya kisi aur din bheja jaye?
CallerKal shaam ko main ghar par rahunga.
AI agentTheek hai, maine kal shaam ke liye note kar liya. Kya koi landmark bata denge, taaki courier ko aasani ho?
CallerSai Mandir ke saamne wali gali.
AI agentDhanyavaad Arjun ji. Yeh details aage bhej di gayi hain. Kal aapka parcel phir aayega.
✓ Reason found✓ New time noted✓ Landmark added
Want to hear this on your own leads?Leave your number and our team will call you within 24 hours to show how the AI agent would talk to your customers.
Hear one yourself
Hear an order call on your own phone
Enter your number and we will set up a live AI demo call for you. Hear the voice, interrupt it, ask it questions, in Hindi or English.
- No setup needed for the demo
- Hindi, English & regional languages
- Takes 2 minutes
The six calls
The 6 calls across the life of an order
You do not need all six. Each can run alone, so begin with whichever one is costing you most.
📦
COD confirmation
Before dispatch, the agent checks that the buyer placed the order, that the details are right and that someone will accept it. Doubtful orders go to your team.
The 6 checks before dispatch →📍
Address check
If an address looks too short or has no landmark, the agent asks for the missing details. It is a small call that saves a wasted trip for the courier.
🚚
Failed delivery follow-up
After a failed attempt, the agent finds out what went wrong and notes a new time, while the parcel is still with the courier and can be saved.
↩️
Returns and exchanges
The agent asks the reason, confirms the pick-up slot and offers an exchange where your policy allows. Your team sees why products come back.
📞
Order-status calls
When buyers ring to ask where a parcel is, the agent picks up at any hour. It can share status once it can see your order data, and passes the rest to staff.
🔁
Repeat orders
For products that run out, such as skincare, supplements or pet food, the agent rings past buyers you are allowed to call, around the time they may need more.
How it works
How the calls connect to your store and courier
Whatever the call, the pattern is the same: something happens to an order, the agent calls, and your team sees the result.
- 01An order event happensA new COD order, a failed attempt, a return request or a reorder date coming up.
- 02The details reach the agentThrough a daily list to begin with. A link to your store or courier data can follow after a feasibility check.
- 03The agent calls or answersIt uses the buyer's language and the facts of that order, and stays with your approved answers.
- 04It records the outcomeA new address, a new time, a reason or a next step, with a recording and a transcript.
- 05People take the exceptionsComplaints, refund disputes and angry buyers go straight to your team, by live transfer or callback.
- 06You act on the resultsYour warehouse and support team get a clear list, and you can see patterns by product and area.
Side by side
Voice agent vs chatbot vs call-centre team
Most stores end up with a mix. The useful question is which job each one should do.
| AI voice agent | Website or app chatbot | Call-centre team | SMS or chat message | |
|---|---|---|---|---|
| Reaches buyers who are not on your site | Yes | No | Yes | Yes |
| Gets an answer from people who ignore messages | Often | No | Often | No |
| Copes with a sale-day rise in orders | Many calls in parallel | Yes | Only with more people | Yes |
| Handles angry or complex complaints | No, it hands over | No, it hands over | Yes | No |
| Works in regional languages | 9 Indian languages | Depends on setup | Whoever is on shift | One per template |
| Good for buyers who prefer not to type | Yes | No | Yes | No |
| Best for | Repeatable calls about one order | Questions while browsing | Disputes and special cases | Simple updates |
Free tool
Find your first ecommerce call
Answer three questions to see which call to start with, and what to add next.
Where to start
Peak days
What changes during sales and festive peaks
Sale days put the most pressure on your team, and they are also when a voice agent is most useful.
Protect your calling hours
Outbound calls stay inside calling hours, generally 9 AM to 8 PM. Late-night sale orders will wait until morning, so allow for this.
Keep people ready for transfers
More calls mean more buyers wanting a person. Plan who takes these, or use callbacks for the busiest hours.
Keep repeat-order calls separate
Do not mix sale offers into a confirmation call. If you run a sale campaign, make it a separate call to buyers you are allowed to contact.
Languages
Languages for buyers beyond the metros
The agent works in English, Hindi, Marathi, Gujarati, Tamil, Telugu, Kannada, Bengali and Malayalam. Having a language on a list is the easy part. These details decide whether a call works.
Start in the likely language
Use the delivery state to set the first language, and let the agent follow anyone who switches.
Use everyday words
Most buyers mix Hindi and English, so "delivery", "parcel" and "order" work better than formal translations.
Say the address back clearly
Local place names are hard for any voice. Test your common towns and landmarks before going live.
Say numbers slowly
Pin codes, amounts and phone numbers should be spoken in small groups, and confirmed with the buyer.
Script
रिटर्न और एक्सचेंज कॉल की तैयार स्क्रिप्ट
The failed-delivery call is above, and the COD script is on its own page. This one handles a return, where the reason is worth as much as the pick-up.
एजेंट: नमस्ते [नाम] जी, मैं [स्टोर] से बोल रही हूँ। आपने [प्रोडक्ट] वापस करने के लिए कहा था। क्या बता सकते हैं कि क्या समस्या थी?
ग्राहक: साइज़ छोटा निकला।
एजेंट: समझ गई। क्या आप एक साइज़ बड़ा लेना चाहेंगे, या वापसी ही ठीक रहेगी?
ग्राहक: एक्सचेंज कर दीजिए।
एजेंट: जी ज़रूर। पिक-अप के लिए कल का दिन या परसों, कौन-सा ठीक रहेगा?
ग्राहक: कल ठीक है।
एजेंट: धन्यवाद, मैंने नोट कर लिया है। कोई और बात हो, तो हमारी टीम आपसे बात करेगी।
Agent: Namaste [Name] ji, main [Store] se bol rahi hoon. Aapne [Product] wapas karne ke liye kaha tha. Kya bata sakte hain kya problem thi?
Customer: Size chhota nikla.
Agent: Samajh gayi. Kya aap ek size bada lena chahenge, ya return hi theek rahega?
Customer: Exchange kar dijiye.
Agent: Ji zaroor. Pick-up ke liye kal ya parso, kaunsa din theek rahega?
Customer: Kal theek hai.
Agent: Dhanyavaad, maine note kar liya hai. Koi aur baat ho, toh hamari team aapse baat karegi.
Agent: Hello [Name], this is [Store]. You asked to return [Product]. Could you tell me what went wrong?
Customer: The size was too small.
Agent: I understand. Would you like one size larger, or would you prefer a return?
Customer: An exchange, please.
Agent: Of course. Would tomorrow or the day after suit you for the pick-up?
Customer: Tomorrow is fine.
Agent: Thank you, I have noted that. If anything else is needed, our team will speak to you.
Before you start
Ten points to settle before your store goes live
Settle these with your warehouse and support leads, because they will live with the results.
- Which events start a callNew COD order, failed attempt, return request or reorder date.
- How order data reaches the agentA daily list at first, then a link after a feasibility check.
- The brand name the buyer hearsUse the name on your store and on the parcel.
- Your approved answersDelivery times, return rules and exchange rules, in plain words.
- What always goes to a personRefund disputes, damaged goods, legal threats and angry buyers.
- The limit on calls per orderDecide how many calls one buyer can get about one order.
- Who may be called about offersService calls and offer calls are different, so check consent for each.
- Who acts on the resultsName an owner for each result, so that nothing sits in a report.
- Languages by regionMatch the first language to the state, and test your main towns.
- What success meansChoose one number per call type, such as delivered orders per hundred.
Getting started
Add a voice agent to your store in 4 steps
One call type first. Most campaigns go live in 24 hours to 7 days.
1. Pick one call
Use the tool above, or start with the call that costs you most today.
2. Approve the script
We write it with you, and the agent calls you for a test in your language.
3. Test on part of your orders
Keep a similar group uncalled, and compare the results when parcels finish their journey.
4. Add the next call
Change what did not work, then move on to the next call type.
Avoid these
Ecommerce calling mistakes to watch for
Starting all six at once
Fix: one call type at a time lets you see what works and keeps your team from drowning in new reports.
Calling one buyer too often
Fix: confirmation, delivery and feedback calls can pile up. Set a limit per order, and drop the least useful call.
Promising what you cannot do
Fix: the agent should never promise a refund or a delivery date on its own. It should say what your policy says, or hand over.
Selling on a service call
Fix: a call about a late parcel is not the time for an offer. Keep sales calls separate, and only to people you may contact.
Leaving the warehouse out
Fix: a new address only helps if someone updates the order before it ships. Bring your warehouse into the plan early.
हिंदी में
ई-कॉमर्स में एआई वॉइस एजेंट, आसान शब्दों में
ऑनलाइन स्टोर का ज़्यादातर काम बिना कॉल के चलता है, लेकिन जब पता अधूरा हो, डिलीवरी न हो पाए या सामान वापस करना हो, तब ग्राहक से बात करनी पड़ती है। एआई वॉइस एजेंट ये कॉल ग्राहक की भाषा में करता है और जवाब आपकी टीम तक पहुँचाता है।
रिफ़ंड, झगड़े या नाराज़ ग्राहक की बात सीधे आपकी टीम के पास जाती है। सबसे पहले वही कॉल शुरू कीजिए जिससे आपको सबसे ज़्यादा नुक़सान हो रहा है, जैसे सीओडी कन्फ़र्मेशन या डिलीवरी न होने पर की जाने वाली कॉल।
Ready to try AI calling for your business?Request a demo and our team will call you within 24 hours.
FAQ
AI voice agent for ecommerce: common questions
01What is an AI voice agent for ecommerce?
It is software that makes and answers phone calls for an online store, in a natural voice. It handles repeatable calls about orders, such as COD confirmation and delivery follow-up, and passes anything difficult to your team.
02Which calls should an online store start with?
Start with the one costing you most. For many stores with cash on delivery, that is COD order confirmation. The tool on this page can help you choose.
03Is this only for big brands?
No. A smaller store can begin with its higher-value COD orders and a daily list in a sheet. The aim is to fit the calls to your order volume, not to rebuild your support team.
04Will it replace my customer support team?
No. It takes repeatable calls, so your team has more time for complaints, disputes and special cases. Those go straight to a person.
05Can it answer "where is my order" calls?
Yes, it can answer inbound calls at any hour. To share the actual status, it needs your order data, and that link is set up after a feasibility check. Until then, it can note the query for your team.
06How is a voice agent different from a chatbot?
A chatbot waits on your site or app for a buyer to type. A voice agent can call the buyer about a specific order, and it helps people who prefer speaking to typing.
07Does it work with my store and courier?
You can begin with a daily list. A link to your store, order system or courier data is possible after a feasibility check.
08Can the agent issue a refund?
No. It can explain your approved return rules and note the request, but money decisions stay with your team.
09Which languages does it speak?
English, Hindi, Marathi, Gujarati, Tamil, Telugu, Kannada, Bengali and Malayalam. You can set the first language by the delivery state, and the agent follows a buyer who switches.
10Can it handle festive sale volumes?
Many calls can run in parallel, so calling itself does not need extra staff. Plan your cut-off times and who takes transfers, since outbound calls stay within calling hours.
11How do I start with an AI voice agent for ecommerce?
Leave your number in the form on this page to hear a call. Then tell us about your order flow. Most campaigns go live in 24 hours to 7 days.
The AI agent calls in English and in eight languages listed in the Eighth Schedule of the Constitution of India: Hindi, Marathi, Gujarati, Tamil, Telugu, Kannada, Bengali and Malayalam.
Keep reading
More on voice agents for stores
Dig deeper into a single call, or see how voice agents work more widely.
About Troika
Who runs your order calls
Troika Tech Services has worked with Indian businesses since 2012. As an AI calling company, we set up, run and improve AI calling campaigns as a fully managed service, so your team decides and approves while ours builds and runs. You decide which calls to make and what the agent may say, and our team sets them up and keeps them running.
Clients across the country use us as an AI calling company in India, and our team in Mira Road East makes us an AI calling company in Mumbai you can visit. See how our AI calling agents in Mumbai work for local businesses, read the guide to AI calling agents, or explore the wider set of AI agents we build.
Try it on your own phone
Get a call from our team within 24 hours
Enter your number and we will set up a live AI demo call for you. Hear the voice, interrupt it, ask it questions, in Hindi or English.
- No setup needed for the demo
- Hindi, English & regional languages
- Takes 2 minutes