Voice AI for E-commerce – answer all calls 24/7
Missing calls from customers who want to buy, ask about delivery, check a product or make a return? Spending too much time on picking up repetitive calls?
Our custom AI voice assistant answers calls 24/7, speaks naturally, helps customers choose products, sends SMS links, handles order, return and support questions, and logs every conversation for your team.
Want to talk to this e-commerce voice AI and see how it will work for your online store?
Our voicebot has picked up 2,300+ calls, and booked 430 visits
Selected voicebots we’ve built. See more on our Portfolio page.
What can AI phone support for e-commerce handle?
Your e-commerce voicebot can not only take orders, but handle the most common customer calls: product advice, order and delivery questions, complaints, service requests and general store information.
Product selection and comparisons
Customers often call because they are not sure which product to choose, how models differ or whether a specific variant will fit their needs.
The voicebot can help in these conversations using your product catalogue, product descriptions, FAQ and store rules.
Problem it solves: fewer simple product questions for your team and fewer customers left alone before making a purchase decision.
Order and delivery status questions
Customers often call to ask where their order is, whether it has been shipped, when it will arrive or what the current delivery status is.
The voicebot can handle these questions if it has access to an API or approved integration with the system that stores order and delivery data. If direct access is not available, it can collect the order number and customer details for your team.
Problem it solves: fewer repetitive order-status calls and clearer information for your team when manual follow-up is needed.
Complaints, service and warranty requests
Customers may call to report a complaint, service issue, warranty case or product problem.
The voicebot can accept the request immediately, collect the necessary details and inform the customer that your team will get back to them as soon as possible. Alternatively, it can send an SMS link to the correct form or transfer the call directly to a consultant.
Problem it solves: fewer chaotic complaint calls, faster case registration and better-prepared requests for your support team.
General store information
Many calls are about basic store information: opening hours, delivery rules, payment methods, return policy, warranty terms, invoice options or how to contact the right department.
The voicebot can answer these questions consistently based on your actual store policies and website content.
Problem it solves: your team spends less time repeating the same information, while customers still get quick and clear answers by phone.
Testimonials from our clients
Key features of an e-commerce AI voicebot
Your AI voicebot is more than a phone assistant. It answers calls, uses your store knowledge, sends SMS links, saves structured call data and hands over complex cases to your team.
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1. 24/7 call answering
The voicebot can answer customer calls during working hours, after hours, weekends or seasonal peaks.
It can handle all calls, missed calls, busy-line calls or calls from selected campaign numbers.
Key feature: fewer unanswered calls and faster first contact with customers. -
2. Store knowledge base
The AI assistant can use your product catalogue, FAQ, delivery rules, return policy, warranty terms and support procedures.
This helps it answer customer questions based on your real store information, not generic assumptions.
Key feature: consistent answers based on your actual business rules. -
3. SMS links during or after the call
The voicebot can send useful links directly to the customer by SMS: product pages, categories, checkout pages, return forms, complaint forms, manuals or support articles.
This helps the customer continue online without searching for the right page manually.
Key feature: faster customer action after the phone call. -
4. Structured call data
After each call, the voicebot can save customer details, call type, status, product, order number, issue, next step, short summary and recording link.
Your team receives a clear case record instead of a vague note or missed call notification.
Key feature: better call visibility and fewer incomplete support notes. -
5. Statuses and call classification
Each call can be classified by topic and status, for example: product question, order status, delivery issue, complaint, service request, callback request or human handover.
This makes it easier to filter calls and decide what should be handled first.
Key feature: faster follow-up and better prioritisation for your team. -
6. Human handover and notifications
When a case needs a person, the voicebot can transfer the call, create a callback request or notify your team by email, spreadsheet, CRM or helpdesk — depending on the setup.
Before handover, it can collect the basic context, so your team does not start from zero.
Key feature: AI handles repetitive calls, while people focus on cases that need human judgment. -
7. Flexible integrations
The first version can work with your website content, Google Sheets, email notifications and SMS links.
Later, it can be connected with your e-commerce platform, CRM, helpdesk, order system or other tools — if they provide safe API access.
Key feature: you can start simple and expand the system step by step.
Is e-commerce voice AI right for your online store?
Voice AI is not for every e-commerce business. But if your customers call before buying or your team spends time answering the same questions every day, it can quickly become a practical support and sales tool.
It’s a great fit if:
- You receive customer calls about products, orders, delivery, returns or availability. You want the AI assistant to answer common questions and log every call with a short summary, status and customer details.
- You sometimes miss calls during busy hours, evenings, weekends or seasonal peaks.
- You want to handle your customers' requests and orders after hours but don’t want to hire extra staff.
- Your team answers repetitive questions about delivery, availability, returns, complaints, invoices or order status.
- Customers call to ask which product they should choose. Your products need explanation, comparison or advice before purchase.
- You want to send customers SMS links to products, categories, checkout pages or support forms.
- You have a product catalogue, website, FAQ, policies or internal knowledge base that the AI assistant can use.
It’s not for you if:
- Your online store almost never receives phone calls, or you do not want to provide phone support at all.
- Every customer case requires manual review by a senior employee.
- Your products are very simple and customers never need help before buying.
- You’re not interested in increasing customer service capacity or improving customer experience.
- You do not have reliable product information, delivery rules, return policy or FAQ.
Possible use cases: the AI phone assistant either picks up only missed calls, or works after hours, or becomes your first line of phone support. It answers common questions, collects details, sends useful links and transfers complex cases to your team.
How we’ll build your e-commerce voicebot
A clear, step-by-step process — with a tailor-made AI assistant built around your products, policies and customer service flow.
1. Discovery & scope (2–5 days)
- We start with a short call to understand how your online store handles phone enquiries today: product questions, order status, delivery, returns, complaints, warranty and support.
- We define what the AI voicebot should handle, what it should not handle, and when it should transfer or escalate the case to your team.
- We review the materials the assistant can use: product catalogue, website, FAQ, delivery rules, return policy, complaint procedure, warranty terms and support instructions.
- We prepare and send you the scope and agreement documents specifying what the AI will do and what will stay with your team.
- We agree on the setup fee and monthly subscription based on the expected scope, call volume and required integrations.
2. Tailor-made agent build and setup (2–4 weeks)
- We sign the agreement, and you pay the initial deposit.
- We build a custom AI voice assistant for your store: greeting, tone of voice, conversation flow, product guidance, support rules and fallback scenarios.
- We prepare the knowledge base from your store materials, so the AI answers based on your real products, policies and business rules.
- We configure SMS links, for example product pages, categories, checkout pages, return forms, complaint forms, manuals or support articles.
- We set up call logging: customer details, call type, status, product or order discussed, issue, next step, summary and recording link.
- Depending on your setup, we can start with Google Sheets, email notifications and SMS, and later add deeper integrations with your e-commerce platform, CRM, helpdesk or order system if safe API access is available.
- From the beginning, we consider data privacy, access rules and what information the AI is allowed to use or save.
3. Your tests (1 week)
- You receive a working test version of the AI assistant with a phone number, and call it like a real customer.
- You and your team test typical scenarios: product selection, product comparison, delivery questions, order status, returns, complaints, warranty, SMS links and human handover.
- We also test edge cases: unclear questions, missing information, angry customers, requests outside scope and situations where a human should take over.
- You send feedback within the agreed scope, and we adjust the assistant until the main scenarios feel natural and reliable.
4. Go-live in your phone system
- We create and configure a phone number for the AI assistant
- You decide how the AI should answer calls: all calls, missed calls only, after-hours calls, busy-line calls or calls from selected campaigns.
- We configure call forwarding, fallback rules and a human handover number for cases that should go to your team.
- If needed, we set up notifications to email, Google Sheets, CRM or helpdesk, depending on the integration scope.
- We test the full path before launch: customer call, AI response, SMS link, saved call record, notification and handover.
5. Ongoing care and improvements (1 - 2 months)
- After launch, we review real calls and improve the assistant based on actual customer questions and behaviour.
- We refine answers, update the knowledge base, improve handover rules and reduce friction in the most common scenarios.
- We can adjust product guidance, SMS links, call statuses, summaries and notifications as your store process becomes clearer.
- You can start with a practical first version and expand later with deeper integrations, new languages or additional call flows.
- You can end the agreement at any time with one month’s notice. No long lock-ins.
Benefits of call center automation for e-commerce
Discover how AI phone automation helps online stores handle repetitive customer calls, reduce support workload, improve response times, and stay available 24/7 — without hiring more support staff.
- More answered calls. Your AI voicebot can answer calls during busy hours, evenings, weekends, holidays and seasonal peaks — so fewer customers are left without a response.
- Less repetitive support work. Your team no longer has to answer the same questions again and again about delivery, returns, complaints, invoices, availability, warranty or payment methods.
- Faster product decisions. Customers often need reassurance before purchase. The AI can explain products, compare options and send the right link by SMS.
- Better after-hours support. When your team is offline, the assistant can still answer questions, collect details, send useful links and create a clear next step.
- Better call data. Every call can be summarized and saved, so you can see what customers ask about, which products create confusion and which cases need follow-up.
- More structured handover. When a human needs to take over, the AI collects context first. Your team receives a clearer case instead of a vague “please call this person back”.
AI voice agent development – technologies
Retell AI
For voice AI prompting, call settings and the general setup.
n8n
For all integrations and additional agent improvements.
FAQ about e-commerce voice AI
What is e-commerce voice AI?
E-commerce voice AI is a phone-based AI assistant for online stores. It answers customer calls, gives product and support information, sends SMS links, collects details and transfers complex cases to your team.
Can the AI voicebot recommend products?
Yes. It can use your product catalogue, a database or sheet with categories, product names, descriptions and prices to help customers choose the right product, compare options and understand differences.
Can it send SMS links?
Yes. The assistant can send links to products, categories, checkout pages, return forms, complaint forms, payment pages, manuals or support articles.
Can it check order status?
Yes, if your order system provides safe API access. If not, the assistant can collect the order number and customer details, then create a structured support note for your team.
Can it handle returns and complaints?
Yes. It can explain your return or complaint procedure, collect required details, ask for the order number and send a link to the correct form. Sensitive cases can be transferred to a human.
What happens if the AI does not understand something or makes a mistake?
It’s trained to ask follow-up questions and confirm details rather than guessing. If it still can’t resolve the situation, it transfers to a human. We also review real calls (especially early on) and continuously improve the agent.
Will customers be angry that they are talking to a bot?
Most customers don’t care as long as they get a quick, clear result. The assistant speaks naturally (no “press 1, press 2”), understands what the customer wants, and either helps with what they are calling or transfers to your team when needed.
Can it replace my customer service team?
It is best used as the first line of phone support, not as a full replacement from day one. It handles repetitive calls while your team focuses on complex, sensitive or high-value cases.
How long does it take to launch?
A first working version is usually ready in 2–6 weeks, depending on complexity and how quickly we receive your products database, rules and access to tools.
How much does it cost?
The investment depends on the complexity of your AI voicebot, the number of customer situations it should handle, and the integrations required with external systems or databases — for example, your product catalogue, order system, CRM or helpdesk. There is always a one-time setup fee and a monthly subscription covering ongoing care and usage. Contact us to discuss your store’s needs and we’ll estimate the setup and monthly cost for your specific case.
Do I have to change my phone number?
No. You keep your existing number. We set up a new internal number for the AI assistant, and you can forward only missed/rejected calls (or after-hours calls) to it. You can change or disable forwarding anytime.
What if I want to stop using the AI assistant?
You stay in control. You can end the agreement with one month’s notice and revert to your previous phone handling anytime.
Let's talk about your AI phone support
We will call you back or reply by e-mail within an hour (Mon – Fri 9 am – 5 pm CEST).
