Industry solution
Conversational AI for online stores and retail
Abandoned carts go cold without a single touch, "where's my order?" eats up half of support, and returns come back with no real reason attached. The platform hands cart reactivation to an outbound AI agent, answers order-status and routine questions 24/7 by voice, and analyzes every conversation into the reasons behind returns, drop-offs and complaints. The store stops leaking revenue on abandoned carts and after-hours orders — and finally sees why products get sent back.
Online-store pains
Where e-commerce loses revenue and time
Abandoned carts go cold
The shopper reached checkout and left. Dialing everyone who didn't finish by hand is impossible — and the shopper never reads the email sequence.
"Where's my order" eats up support
Half of all contacts are about status, timelines and tracking numbers. Agents answer the same thing over and over instead of handling real problems.
After-hours orders go unanswered
Orders peak in the evenings and on weekends, but the line is silent until morning. While the shopper waits for a reply, they order from a competitor.
Returns with no reason
The item came back — but why is unclear. "Didn't fit" on a form explains nothing, and a systemic issue with sizing or the description stays invisible.
What the platform gives you
Every pain is closed by a specific pillar
An AI secretary on the line 24/7
The voice AI agent answers inbound calls around the clock: it handles routine questions about delivery, timelines and returns on the script, collects the order number and contact into fields, and hands complex cases to an agent — already with the full context.
- Answers "where's my order," timelines and tracking numbers with no live agent.
- Handles after-hours and weekend contacts while the team is offline.
- Transfers to a human on complex questions — with collected fields and a summary.
Abandoned-cart reactivation
The AI agent calls the people who didn't finish checkout and dormant shoppers itself: it reminds them of the cart, handles a price or delivery objection and brings them back to checkout.
- Calls on abandoned carts while the interest is still hot.
- Reactivation of your shopper base that no one has time to reach.
- Objections and the result of every call flow into analytics and your CRM.
Analytics on the reasons behind returns and drop-offs
100% of calls and contacts are analyzed into topics, tone and complaints. You see why items really come back and at which step orders fall apart — from the shopper's own words, not from a form.
- The real reasons for returns from conversations, not a "didn't fit" checkbox.
- Complaint topics by product, sizing and delivery — in one dashboard.
- Semantic search across the whole contact archive and a copilot for quick slices.
Scenarios
How it works in an online store
- 1
Calling abandoned carts and reactivation
The shopper added an item and left without paying. The AI agent calls back on your script: it reminds them of the cart, checks what stopped them — price, delivery, doubts about the product — and gently brings them back to checkout. Thousands of abandoned carts the team would never have reached by hand are back in play.
Ready-to-buy contacts and the result of every call are visible right away: how many carts were revived and which objections come up most often. The same script works for reactivating dormant shoppers — re-introduce yourself and rekindle interest.
- 2
The AI secretary answers order status 24/7
A shopper calls in the evening to find out where their order is. The AI secretary answers instantly at any hour: it reports the status, delivery timeline and return terms, handles routine questions and doesn't make them wait until morning. Support is relieved of the flood of identical "where's my order" calls.
If the question falls outside the script, the agent transfers to a live agent and stays on the line — the agent gets a summary of the conversation and the collected data instead of starting from scratch. Every such call flows into the shared analysis loop.
- 3
Analyzing the reasons behind returns from conversations
Every return contact is analyzed automatically: reason, product, tone, recurrence. Instead of a useless "didn't fit" on a form, the store sees real wording — runs small, doesn't match the description, damaged in transit.
The copilot assembles a slice with a plain-language request — for example, every return in a specific category over the past month — and a systemic issue with the size chart or product page becomes visible. That fixes the cause of returns, not just processes them.
Result
The store stops leaking revenue on abandoned carts and after-hours orders, relieves support of repetitive questions, and finally sees the real reasons behind returns.
- Abandoned carts and dormant shoppers are back in play — outbound runs on autopilot.
- "Where's my order" and routine questions answered 24/7 — with no added support headcount.
- After-hours and weekend contacts aren't lost while the team is offline.
- The real reasons for returns and drop-offs — from live conversations, not form checkboxes.
Key facts
- Where to start
- Upload your support-call archive or connect telephony — integrations aren't required to analyze returns and contacts.
- Around the clock
- The AI secretary answers order status and routine questions 24/7, and transfers complex cases to an agent with the full context.
- Carts
- The AI agent calls abandoned carts and dormant shoppers; ready-to-buy contacts flow back into the funnel.
- Returns
- The reasons for returns and drop-offs are extracted from conversations and grouped into topics and metrics — systemic issues become visible.
- Data
- Collected fields and transcripts flow into your CRM (Bitrix24, amoCRM/Kommo, RetailCRM, Megaplan).
FAQ
Frequently asked questions
Do I need an integration to start?
No. To analyze return reasons and support contacts, it's enough to upload your call archive. Telephony (MANGO OFFICE, Telfin, Sipuni, Zadarma, UIS and others) and the outbound agent are connected later, when you want to automate carts and inbound.
What does the AI agent answer to questions about an order?
The agent answers routine questions about timelines, delivery and returns on the script and collects the order number into the record's fields; the collected data and the conversation result flow into your CRM, and anything beyond the script is transferred to a live agent.
How is cart calling different from an email campaign?
A voice call gets through where an email goes to spam or stays unread. The agent holds a live conversation, handles the specific objection — price, delivery, doubt about the product — and brings the shopper back to checkout, rather than just reminding them about the cart.
How does the platform help understand the reasons behind returns?
Every return conversation is analyzed into reason, product and tone, and the copilot assembles slices with a plain request. Instead of "didn't fit" on a form, you see shoppers' real wording and systemic issues — runs small, differs from the description, damaged in transit.
Industry solution
Industry scenario
Shopper reactivation for online stores
A voice AI agent calls shoppers with no orders in the period and abandoned carts, handles price and delivery objections and brings them back to checkout — with the result written to RetailCRM.
Learn more24/7 call handling for online stores
An AI secretary answers "where's my order," timelines and returns around the clock — in the evening peak, at night and on weekends — collects the order number into fields and hands the team a ready list of contacts in the morning.
Learn moreContact quality control for online stores
The platform checks 100% of a store's support calls and chats: return-script compliance, politeness, banned phrases — with tags and alerts instead of a manual 2–3% sample.
Learn moreReady to start?
Turn every conversation into data, knowledge and action
Start by analyzing your conversations — no risk, no bots required. The platform turns your archive into data and a knowledge base, and voice agents plug in when you're ready.
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