E-Commerce
Confirm the order, save the cart, close the complaint.
The problem
Cash-on-delivery orders ship unverified and come back as returns. Abandoned carts get one generic email and go cold. Post-delivery problems arrive by email two days late, when the customer is already annoyed.
Most e-commerce phone work is verification: is this order real, is this address right, is this customer still interested. It is repetitive, it is high volume, and it is exactly the kind of conversation an AI agent handles well — short, bounded, and anchored to a record in your database.
Kwinova’s agent does not read from a script and hope. It calls your order API mid-conversation, so when a customer says “actually make it the blue one”, the change lands in your system before the call ends. When the customer asks something the agent has not been given — a policy question, a promotion detail — it answers from your own uploaded documents rather than inventing a number.
The parts that matter in practice:
It gets interrupted, constantly. Customers talk over automated calls. Barge-in cancels playback the moment the caller starts speaking, and the model’s history is truncated to what was actually heard, so the agent never replies to a sentence the customer never finished listening to.
It speaks the customer’s language. Automatic language detection means you do not put a language menu in front of someone who is already mildly irritated about a delivery.
It knows when to stop. Angry customers, disputed refunds and anything outside the flow’s remit transfer to a human, with the recording and transcript attached so your agent does not start from zero.
You can see every call. Recording, transcript and per-turn latency on each call, exported as CSV or pushed to a webhook, so “the bot handled it” is a claim you can audit rather than a claim you have to trust.
The outcome figures above are illustrative targets based on typical call-containment rates for this workload. Replace them with measured numbers from your own deployment before publishing.
Where it is used
Order and COD confirmation
Confirms item, address and delivery window minutes after checkout, and writes the result back before the parcel is picked.
Abandoned cart recovery
Asks the real objection — stock, delivery date, price — and can apply an approved offer on the spot.
Post-delivery support
Returns, replacements and refund status, answered from live order data without a queue.
Delivery exception calls
Reaches the customer about an address problem while the rider is still in the area.
Questions we get asked about this
Which languages do the AI agents speak?
English plus ten Indian languages, with the language detected automatically during the call so the caller never has to choose from a menu.
What happens when the AI cannot answer?
It hands over. You define the triggers — a phrase, a repeated failure, an explicit request for a person — and the call transfers to a human with the transcript attached.
Will callers know they are talking to an AI?
Yes, if you want them to, and in several jurisdictions you must. We put the disclosure in the opening line of the flow; the wording is yours.
How long does it take to go live?
A working flow on a test number usually takes a day or two. A production launch with your integrations and a tuned script is typically two to six weeks, depending on how many systems the agent has to reach.
Where does our data live?
Each company gets its own isolated database schema. Documents are embedded on our own infrastructure rather than sent to a third-party embedding API, and deleting a company deletes its data.
Can the agent update our CRM during the call?
Yes. The agent calls your API as a tool mid-conversation and reads the real result back to the caller, so the change lands before the call ends.
Hear your own IVR in under a day
Send us a call flow or a folder of documents. We will stand up a working AI voice agent on a test number and let you call it.