Industry solution
24/7 call handling for online stores
In e-commerce traffic and orders peak in the evenings and on weekends, when the shopper has finally sat down with their phone — and by then support is already offline. While the line stays silent until morning, a shopper who needs to check order status, delivery time or return terms places the same order with a competitor who answered right away. An AI secretary handles inbound calls around the clock: it answers "where's my order," timelines, tracking numbers and return rules from the script, collects the order number into fields and doesn't make anyone wait for the shift to open.
Half of a store's contacts are the same questions about status and delivery, and keeping a night shift or a call center for rare peaks just for those doesn't pay off. The secretary takes this repetitive stream off people: it closes routine questions itself, and hard ones — a return dispute, a defect, a complaint — it escalates by rule to the on-call person and transfers to a live agent with the order number and a summary already collected. In the morning the team opens not an answering machine with garbled messages but a structured list of contacts with fields and topics.
Which industry pains this solves
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.
How it works
A step-by-step scenario — the same steps as in the full use case, applied to your industry.
- 1
Set up the intake scenario
Define the secretary's goal, persona and greeting, plus the request fields — exactly what to collect (name, question, urgency) with required flags and validation.
- 2
The secretary answers around the clock
The agent takes inbound calls at any hour: it runs the dialogue in the customer's language, responds to the scenario and lets itself be interrupted (barge-in) — this is no "button tree."
- 3
The request is collected into fields
Instead of rambling voicemail the agent structures the conversation: it fills the configurable request fields, and the transcript is saved alongside them.
- 4
Urgent — instant escalation
By the scenario and automation rules, urgent requests are escalated immediately: a conditional transfer, plus a notify (email) or a webhook to the on-call person.
- 5
In the morning — a structured list
The team opens a list of requests with fields and topics, not an answering machine: you can see what happened overnight, what's urgent and what can wait its turn.
Industry scenario
An evening order-status question on a weekend
At 10:10 pm on a Saturday a shopper calls to ask why their order still hasn't arrived. There are no agents, but the AI secretary answers instantly: it asks for the order number, reports the status and rough delivery time from the script, and handles the return question if the item didn't fit. Previously this call would have gone nowhere or into voicemail sorted out only on Monday — and the shopper would have had time to post an angry review.
The order number, the nature of the contact and its urgency the agent packs into the record's fields, with the transcript saved alongside. If the shopper reports a defect or demands a return beyond the script, escalation fires: a notify email to the on-call person or a transfer to an agent — who gets the context on screen and doesn't re-ask for the order number. The critical case doesn't wait until Monday.
On Monday morning the team opens not a dozen voicemails but a list of night and weekend contacts with fields, topics and statuses: where someone just asked for status, where there's a real delivery problem, where it's a return request. Recordings of these calls feed the shared analysis loop, and from them you can see which questions come up most outside working hours — the secretary's script gets refined against the real stream.
Key facts
- What it does
- Answers inbound calls 24/7 — at night, at peak and on holidays — runs the dialogue and collects the request into fields.
- Capturing the request
- Configurable fields with required flags and validation; the transcript is saved alongside the fields — instead of rambling voicemail.
- Urgent
- Rule-based escalation: a conditional transfer plus automation actions — a notify (email) or a webhook to the on-call person.
- In the morning
- A structured list of requests with fields and topics, not answering-machine messages.
- Closes the flywheel
- Recordings of night calls flow into the shared analysis loop — metrics and topics improve the intake scenario.
Related scenarios for this industry
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