An AI phone agent for e-commerce and retail service

Customers still call when an order is late, a return is confusing, a product question is urgent, or a store answer is hard to find online. Truvoca can resolve defined phone requests using verified commerce data and extend follow-up into approved messaging, email, or web chat workflows.

30 minutes over Google Meet. Times are shown in Eastern European Time (GMT+03:00). Scheduling runs on Google Calendar, so choosing a time takes you into Google’s service.

Resolve the calls that sit between checkout and delivery

The agent can identify an order with the business's approved verification method, read a current status, explain published delivery or pickup information, and create the right task when the data is incomplete. It should distinguish carrier status from an internal promise and never invent an arrival date.

Order and shipment lookup
Pickup or store-collection status
Address-change request intake
Missing, damaged, or incorrect item route
Carrier, warehouse, or staff escalation

Make returns consistent without overpromising

Truvoca can explain the current return policy, collect the item and reason, check a defined eligibility rule, and start an approved workflow. It should not promise a refund, exception, replacement, or credit until the commerce system and authorized policy confirm the outcome.

Current policy and eligibility source
Item and order matching
Reason and condition capture
Approved label or return-request action
Exception and high-value review

Answer product and store questions from a live source

Product details, inventory, price, promotion, hours, and store services change frequently. The agent uses a named catalog, inventory, or store source and states the limits of that information. Regulated, safety-sensitive, compatibility, warranty, or subjective recommendations receive an approved specialist route.

Catalog and specification lookup
Store hours and services
Inventory with freshness wording
Promotion and policy boundaries
Specialist route for sensitive advice

Protect accounts and payment data

Order access and account changes require risk-based identity checks. Full card data should not enter an unapproved call or transcript flow; secure payment processes are designed separately. Suspicious calls, repeated verification failures, charge disputes, and high-value changes should reach authorized staff.

Action-specific verification
Least-privilege commerce access
No unapproved collection of card data
Fraud and account-takeover signals
Auditable approvals for sensitive changes

Connect service outcomes to commerce operations

The workflow can read approved order, product, inventory, customer, and store data and write a return request, support ticket, callback, note, or disposition. Each connector is scoped to exact objects and actions, with rate limits, duplicate checks, outage behavior, and reconciliation tested before launch.

Commerce and order system
CRM or customer service platform
Inventory or store data
Shipping and returns services
Outcome reporting and failed-write queue

See your workflow in a demo

Bring your top call reasons, order and return policies, verification rules, commerce stack, store data, and escalation owners. We will build a demo around the customer journey.

FAQ

Can Truvoca tell a customer where an order is?

Yes, when the customer passes the approved check and the connected source returns a current status. The agent distinguishes reported status from a guaranteed delivery date.

Can it start a return?

It can explain current policy, collect the required details, and create a return request when eligibility and write-back are verified. Exceptions and final refund outcomes may require staff.

Can it recommend products?

It can use approved catalog facts and guided questions. Regulated, safety-sensitive, subjective, compatibility, or unsupported advice should be limited or routed to a specialist.

Can it take payments by phone?

Only through a separately approved secure payment design with clear PCI responsibilities, data handling, consent, confirmation, failure recovery, and human support. This page does not claim that scope.

Can it check store inventory?

Yes, if the inventory source, location, refresh timing, reservation limits, and wording are verified. It should communicate uncertainty when inventory can change before arrival.

Does it work with messaging and web chat?

Yes, approved follow-up can continue through WhatsApp, Instagram, email, web chat, Telegram, or Viber, subject to channel access, consent, identity, and system rules.