Order status and delivery
Where is my order, when will it arrive, can I change the address: these questions spike around campaigns and peak shopping days.
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Industry
Voice AI for e-commerce and marketplaces
Order status, delivery updates and returns make up the bulk of an online store's call volume. Dring answers that line 24/7, looks up the order in your systems, and resolves most of it without a queue.
How this industry calls
Where the volume comes from
Most inbound minutes on a retail or marketplace line go to a small set of repeatable questions.
Hard for a fixed-size team
Order and return questions do not spread evenly through the day. A team sized for the average misses the peak, and every campaign creates one.
What changes with an agent
The agent reads the order record, answers or resolves the case on the call, and reaches out proactively on carts and satisfaction, instead of waiting for the phone to ring.
Agents in production
Built for the retail call list
Six agent types cover most of an e-commerce or marketplace phone line, inbound and outbound.
Order status line
Answers where-is-my-order calls directly from the order management system, with no hold music.
Delivery and return assistant
Tracks a shipment and walks the customer through a return or exchange, start to finish, on the call.
Satisfaction survey
Runs a short post-purchase survey after delivery and logs each response in a structured format, ready for review.
Abandoned cart outreach
Reaches out to shoppers who left checkout incomplete, before the intent to buy cools off.
Campaign follow-up
Follows up with customers who engaged with a marketing campaign but did not complete a purchase.
Store line
Answers hours, stock and location questions for a physical branch or store network.
See the full range on the agent catalogue.
A call, end to end
Order status, resolved on the call
The agent authenticates the caller against the order record, answers the delivery question, and takes the requested action, such as a refund or a return label, without transferring the call.
If the case needs a person, it hands off live with the order history and the conversation summary already attached.
Hi, I'm calling about order 48213, it was supposed to arrive yesterday.
I have it here. It's out for delivery and running one day behind schedule.
Can you just refund the shipping fee then?
Done, I've refunded the shipping fee to your original payment method and I'm sending the new delivery estimate by SMS now.
Order systemUpdated
ResolutionClosed on call
What we measure here
Results from a live deployment
53-55%of inbound call volume handled by AI, stable across three months (case study)
24/7availability, no shift gaps around campaigns
<1 smedian response time
100%of calls analysed and scored
Compliance in this sector
Built for consumer data
KVKK and GDPR by design
Customer and order data is handled under the same tenant isolation, least-privilege access and audit trail as the rest of the platform.
Consent-based outreach
Abandoned cart, survey and campaign calls run inside calling windows per country, with do-not-call lists and retry limits respected.
Feedback that improves the workflow
Order, delivery and payment patterns from production calls inform the next Agent Factory release under the data controls agreed for your operation.
FAQ
Common questions
Can the agent see real-time order and inventory data?+
Yes, it reads and writes to your order management system or CRM through the same APIs your team uses, so the answer reflects the current state of the order.
Does it handle refunds and return labels directly?+
Within the policy your team configures, yes. It can issue a refund, generate a return label or update an address on the call, and transfers to a person for anything outside that policy.
Can the same agent run outbound campaigns too?+
Yes, abandoned cart, satisfaction survey and campaign follow-up calls run on the same agent brain, inside calling windows and do-not-call rules per country.
Which languages does it support?+
It supports 62 languages, matching the caller without a language transfer.
Put your order line on Dring
Weeks, not quarters, to launch. Choose the subscription that fits your workflow, volume and support needs.