Voice AI bot for Majster Polska online store
How an AI phone assistant helps customers choose products, place orders and handle after-sales matters
For Majster Polska, an online store selling tools, garden machinery and workshop equipment, we implemented a custom voice AI bot that:
- answers incoming calls in Polish,
- searches the current product catalogue,
- helps customers choose suitable products,
- provides verified prices and product information,
- sends SMS links to product pages,
- takes phone orders,
- accepts complaints and service requests,
- records enquiries about spare parts and shipment status,
- transfers customers to the right department when human assistance is needed.
The bot combines product support, phone sales and after-sales customer service in one solution.
Case study
The problems
Customers call Majster Polska with very different needs. Some know the exact product model, while others only describe what they need or ask for the cheapest suitable option. Other calls concern phone orders, faulty devices, spare parts, deliveries or complaints.
Typical challenges included:
- repetitive product and price questions,
- customers who did not know the exact product name or model,
- similar product names and technical codes,
- incomplete information collected during phone orders,
- complaints without a confirmed device model or clear fault description,
- questions about spare parts and shipment status requiring human verification,
- missed calls when employees were busy,
- calls made outside customer service working hours.
The solutions
We designed a dedicated e-commerce voice AI bot that recognizes the caller’s intention and follows the appropriate conversation path.
The bot uses current company and product information, asks one question at a time and does not invent prices, specifications, availability, delivery dates or warranty conditions.
Depending on the request, it can:
- search for and compare products,
- provide information about a specific model,
- collect and validate a complete phone order,
- accept a complaint or send an SMS with the complaint form,
- record a spare part or shipment status enquiry,
- create a callback request,
- transfer the customer to customer service or the service department.
The results
The solution supports several important e-commerce processes without requiring every call to be handled from the beginning by an employee.
It helps Majster Polska:
- answer more customer calls,
- reduce repetitive work for the customer service team,
- turn product enquiries into structured orders,
- reduce errors in products, quantities and delivery details,
- collect complete information before a complaint reaches the service team,
- route customers to the appropriate department,
- preserve enquiries made outside working hours.
Each conversation also ends with a clear outcome, such as a confirmed order, accepted complaint, callback request, successful transfer or informational call.
Product search, recommendations and SMS links
The customer does not need to know the exact product name.
The voice AI bot can search the catalogue using information such as:
- product category,
- intended use,
- price range,
- preferred power source,
- or a request for the cheapest suitable option.
When several products match, the bot presents clear alternatives and asks the customer to choose. When a specific model is identified, it can provide its verified price, description and selected parameters.
The bot can also send an SMS with a direct link to the selected product page, allowing the customer to view photos, specifications and the full online offer.
This helps customers make decisions faster while reducing routine product questions handled by employees.
Phone orders with complete data validation
The bot can accept an order for up to four different products during one conversation.
It handles:
- product selection and quantities,
- adding, removing or replacing basket items,
- customer name and delivery address,
- postal code and city,
- optional company name and tax identification number,
- and the final order value.
Before accepting the order, the system verifies whether all products and required customer details are complete.
The bot then reads a final summary containing the selected products, quantities, prices, total value and delivery information. The order is recorded only after the customer clearly confirms it.
This reduces incomplete orders, incorrectly recognized addresses and misunderstandings about products or prices.
Complaints, service requests and intelligent human support
The voicebot also handles after-sales enquiries.
A customer can submit a complaint during the call or receive an SMS with a link to the online complaint form.
For telephone complaints, the bot collects:
- the customer’s contact details,
- device model,
- fault symptoms,
- approximate purchase date,
- information about the proof of purchase.
A report can still be accepted when an older or discontinued model is not found in the current product catalogue. In this situation, the model is marked for verification by the service team instead of blocking the customer’s complaint.
The bot also handles enquiries concerning:
- spare parts and compatibility,
- shipment or order status,
- service status,
- requests for a callback.
During working hours, it can transfer the customer directly to customer service or the service department.
Outside working hours, it records the matter and contact details so the team can call back.
The solution can be further developed through integrations with the online store, warehouse, courier services or CRM. Future options include live stock checks, direct order creation, shipment tracking, payment links and automatic service status notifications.
