How to handle order status questions with an AI voice agent
"Where is my order?" is one of the most common calls a business gets. An AI voice agent can answer it calmly, collect the right details and pass the case to your team when it needs a person.
Step 1. Decide what the agent can say
Write down what the agent may tell callers, such as your usual processing and delivery times, and what it must not promise. If it cannot see live order data, say so in the instructions and have it take details instead of guessing.
Step 2. Collect the order details
Ask for the name, the order number or the phone number used to order, and what the caller is worried about. One question at a time, then repeat the details back.
Step 3. Use your knowledge base
Add your shipping, returns and delivery policies to the knowledge base so the agent answers from your own information. Our guide on preparing a knowledge base shows how.
Step 4. Be honest when it does not know
If the agent cannot confirm a status, it should say so, take a message and tell the caller when your team will get back to them, in wording you are comfortable with.
Step 5. Escalate the hard cases
Late, damaged or missing orders often need a person. Set a rule so the agent offers a transfer during business hours or a callback outside them.
Step 6. Keep the tone warm
Callers asking about orders are often worried. Ask the agent to acknowledge the concern before asking for details.
Step 7. Test and review
Call your agent with a few realistic questions and read the transcripts. Add missing answers to the knowledge base.
What it costs
InfiVoice bills in credits, and one credit equals 60 seconds of call time. The Free plan includes 100 credits. Pro costs $79 per month with 250 credits.
Frequently asked questions
Can an AI voice agent look up my orders?
That depends on what you connect. Check the integrations available in your dashboard before relying on it. Without a connection, the agent can still take details and pass them to your team.
What if the order is late or damaged?
Set the agent to apologize, collect the details and offer a transfer or callback.
Does this work outside business hours?
Yes. The agent answers at any hour and records the request for your team.
Related
- /blog/how-to-capture-caller-details-with-an-ai-voice-agent
- /blog/how-to-prepare-a-knowledge-base-for-an-ai-voice-agent
- /blog/how-to-handle-callback-requests-with-an-ai-voice-agent
- /blog/how-to-hand-off-ai-voice-agent-calls-to-a-human
- /pricing