Order status
Order, return, and delivery questions stop overloading one shared queue.
Voice AI for retailers and online shops
Reads order status from the shop, sends return labels in the call, books click-and-collect slots, and routes complaints with full context — without pulling staff off the till or the shop floor.
10:42
How Voice AI sounds in retailers and online shops
Defective product complaint
1:32
On the floor
Where Voice AI shows up in a store day.
Five recurring moments where the agent picks up first — so the floor team stays with the customer in front of them.
Stock & in-store questions
Repeat questions on stock and pickup get answered before they reach busy floor staff.
Returns & exchanges
Customers get a clear path for returns and exchanges instead of a long phone wait.
Hours & policy questions
Opening hours, store policy, and pickup questions get answered without floor interrupts.
Click-and-collect
Pickup confirmations and ETA questions handled instantly, so the counter stays calm.
Try it now
Test the Agent live.
Enter your number — your phone rings within 30 seconds.
Three steps to live
Bring Voice AI into customer service and the store — step by step.
A clear path, visible relief at each step — and a team that quickly sees what the agent is for on a Saturday afternoon or on Cyber Monday.
01
Pick the call type
You choose the 1–2 call types that block the team most — order status, returns, store hours, click-and-collect, gift-card balance.
Visible within days: where routine calls eat up till time and floor time.
02
Set answers and limits
You decide what the agent may say, what it writes into the shop or ERP, and when it routes the call to a service team member or store manager.
Consistent answers, clean handoff — refund decisions stay with the team.
03
Run it live
The pilot runs on real routine calls — including a sales weekend if one falls in the window. Each week the numbers show what works and where to fine-tune.
Four weeks of controlled operation — no annual contract.
What changes
What we measure in the first month
Routine resolution rate
Calls the agent fully resolves vs. those passed to the team — order status, returns, hours, gift-card balance.
After-hours requests captured
Structured by category — order, return, click-and-collect, complaint — sorted by your rules.
Repeat-question deflection
How much of the 'where is my order' load the agent absorbs in a typical week.
Multilingual coverage
Share of calls in Turkish, Polish, Russian, Arabic, English handled without a switch to a human.
Happy to support the rollout too — from the first call type to going live across stores and the online shop. Book a short demo and we'll show you how it would look in your retail.
Stack
We meet your stack.
And anything else with an API. We connect to your systems — you don't switch.
Phone systemsShop, POS, and ERP systems
Telekom
Vodafone
Microsoft Teams
NFON
sipgate
placetel
STARFACE
3CX
Enreach
peoplefone
Aircall
Twilio
Shopware
JTL-Wawi & JTL-Shop
Plentymarkets
OXID eShop
Shopify
Adobe Commerce (Magento)
Salesforce Commerce Cloud
SAP S/4HANA Retail
Dynamics 365 Commerce
Vectron
Lightspeed Retail
Billbee
Sendcloud
and many more
FAQ
Voice AI in
retailers and online shops.
Where does customer and order data go on a call?
Calls run on GDPR-aligned infrastructure. The data flow — what is captured, where transcripts live, who can read them, how long they're kept — is documented for your DPO before the pilot starts. Your shop and ERP stay the source of record.
Will it connect to our shop and ERP?
Shopware, JTL-Wawi & JTL-Shop, Plentymarkets, OXID eShop, Shopify, Adobe Commerce (Magento), Salesforce Commerce Cloud, SAP S/4HANA Retail, and Dynamics 365 Commerce all connect through their existing APIs. Same for Vectron and Lightspeed on the till side. Anything else with an API connects the same way — the agent reads the order, books the slot, sends the label.
What does the team see at 8am on Monday after a sales weekend?
Weekend calls arrive structured by category — order, return, click-and-collect, complaint, gift-card — sorted by your rules. Not a voicemail list. The team opens the day with a queue, not a backlog.
What happens on a complaint or warranty call?
The agent recognises complaint patterns, captures order number, reason, and any photos the customer can send afterwards, and routes the call to your service queue. It does not argue the case or promise a refund — that decision stays with your team.
Can it handle the languages our customers actually call in?
Yes. The agent detects the caller's language and switches without asking. Turkish, Polish, Russian, Arabic, English, and standard German are handled the same way — useful in DACH retail where the customer base is genuinely multilingual.
What if the pilot doesn't work for our shop?
Four weeks of pilot operation, success criteria agreed up front, no annual lock-in. If the numbers don't move, you decide against the rollout — and keep what you learned about your call mix.
Why itellicoAI
Voice AI that fits how European operations actually work.
GDPR in the call path. Voice tuned for EU/DACH. Calls tied to outcomes, tasks, and audit — without your team gluing it together.
Scoped launches, not pilots that drift.
Goal, knowledge, handoff rules, and provider choices are written down before live traffic. The rollout has an owner, a path, and an end date — not just a kickoff deck.
Plan
Scope, goals, owners
Train
Knowledge + providers
Test
Quality review
Live
Production traffic
Telephony that holds under load.
Multi-carrier routing, monitored failover, and runtime observability — so transfers actually go through and call records stay intact when traffic spikes.
99.95% uptime
Fluent in any language.
Same agent logic across English, German, French, Italian, Spanish, and 45+ more — with per-workflow language pinning and regional accent handling when it matters.
ENHow can I help you today?
DEWie kann ich Ihnen helfen?
FRComment puis-je vous aider ?
ITCome posso aiutarla?
+ 45 more languages
Low-latency calling across Europe.
Optimized WebRTC and SIP infrastructure — callers hear no delay, anywhere in Europe.
- Frankfurt25ms
- Vienna35ms
- Amsterdam45ms
- London65ms
- Madrid95ms
Every call has an owner after it ends.
Reviews, follow-up tasks, and handoffs all tie back to the source conversation. No re-reading transcripts in a spreadsheet to figure out what to do next.
Quality Studio
Follow-up tasks
Handoff rules
Audit log + exports
Want to see this live?
Hear how voice AI sounds in your industry — and where it delivers impact first.