01
Routine product and policy questions answered from approved information.
AI voice agents for e-commerce customer support
Handle routine order and product calls without losing customer context.
A configurable workflow for product questions, order-status requests, delivery issues, returns, exchanges, and consented follow-ups using approved store data and policies.
The challenge
Built to resolve friction in daily call workflows.
Online stores receive repetitive calls about product details, order status, delivery windows, return eligibility, exchanges, and cancellations.
Munsshi can answer from approved catalogue and policy information, capture the order reference and request, and use connected store data when that integration is part of the deployment. Refunds, payment disputes, policy exceptions, and uncertain order details require a person.
Common pain points
- Support teams repeat the same policy answers.
- Order issues arrive without the details needed for action.
- Delivery and return follow-ups lose context across channels.
30-day success measures
What we measure instead of promising results.
02
Order-support requests captured with the required details.
03
Exceptions and follow-up actions routed with clear context.
Simulated call dialogue
An illustration, not a real customer call.
The owner configures the approved knowledge, rules, and handover conditions. Actual wording and results will vary.
Caller
My order was meant to arrive yesterday. Can you tell me what happened?
Munsshi (AI)
I am Munsshi, an AI voice agent for the store. I can capture your order number and check the approved order information available to this workflow.
Caller
The order number is M S four eight two one.
Munsshi (AI)
Thank you. I will use that reference for the configured status check or route the request to the support team if the information is unavailable.
Step-by-step workflow
How the call flow works end-to-end.
01
Identify the request
Separates product questions, order status, delivery issues, returns, exchanges, cancellations, and complaints.
02
Use approved store information
Answers only from configured product, order, shipping, and policy data available to the deployment.
03
Resolve or route
Completes the approved step, captures a support request, or routes an exception with the call context.
Human control & guardrails
Where the workflow continues and where a person takes over.
Product and policy questions
- Configured handling
- Answer from approved catalogue and store policies
- Human handover
- Missing information, recommendation requiring judgment, or policy exception
Order and delivery status
- Configured handling
- Use the connected order source when configured or capture the order reference
- Human handover
- Conflicting status, lost parcel, address change, or unavailable data
Returns, exchanges, and cancellations
- Configured handling
- Explain approved policy and capture the request
- Human handover
- Refund decision, payment dispute, exception, fraud concern, or final approval
Honest data flow
Cloud processing with agreed retention controls.
Calls are processed through Munsshi's configured cloud services. Audio, transcripts, summaries, caller details, and action records may be retained according to the deployment and retention settings agreed during onboarding.
The agent follows the escalation and fallback behavior tested for the agreed telephony setup.
Frequently asked questions
Questions specific to E-commerce & online retail.
Can Munsshi access our order system?
Only when that system is an approved and tested connection in the deployment. Otherwise the agent captures the order reference and routes the request.
Can the agent approve refunds?
Not by default. Refunds, payment disputes, and policy exceptions require the authorization and safeguards agreed for the deployment, and should normally be routed to a person.
Can it recommend products?
It can answer from approved catalogue information and configured qualification rules. Advice requiring judgment or unavailable product information is handed to staff.
Have a repetitive call workflow in your business?
Scope the workflow, safeguards, integrations, and success measures with us.
Book a deployment consultation