Retail & e-commerce
Order questions keep your service queue full.
Explore a voice workflow for routine order inquiries, giving your team more room for the exceptions that need a person.
The problem to explore
Every repeated lookup takes time.
A customer calls for a status update. Someone checks the order, explains the result, and moves to the next inquiry. When the same customer has to call again, the work starts over.
What may be behind it
Order information may be hard to reach, out of date, or unclear. Repeated calls can also point to a fulfillment problem that a conversation alone cannot fix.
“My order arrived, but one item is missing.”
“Which item is missing? After the required verification, I can collect the order details for the team that handles missing items.”
Prepare the missing-item request with the verified order reference and the item to investigate.
A focused change
Give the conversation a useful job.
Explore workflows you can configure for the problem your team faces.
Answer a routine inquiry
Retrieve a verified order status through an approved connection, then explain the relevant next step.
Clarify an exception
Distinguish a late delivery, missing item, or return before involving the right service team.
Carry the context forward
Include the order reference, issue, and checks already completed in the support handoff.
Agree on the outcome
Make room for the cases that need your team.
Compare the time spent on routine inquiries and the effort left for missing items, returns, and other exceptions. Check whether customers still need to call again.
What this workflow needs
Reliable order data, your identity checks, an approved returns policy, and a service team that can receive the handoff. Refunds or order changes require configured actions and permissions.
Measure the change
- Verified routine inquiries resolved
- Repeat contacts about the same order issue
- Human time per resolved inquiry, including follow-up
Record the baseline and compare similar call reasons. Include errors, repeat calls, and the effort needed to follow up.
Build your pilot scorecard ↗Before choosing a solution
Start with your current call journey.
- Which order questions take the most team time today?
- Why do customers call again about the same order?
- Which exceptions should always go to a person?
Bring one call problem.
Let’s map what happens today and what a useful first test would measure.
A few useful details
Before you begin.
What do I need to get started?
Choose one task and connect the model and voice providers it needs. Browser testing does not require a phone number. Phone calls need a supported telephony connection. Review the documentation for current setup requirements.
Can I keep my providers and business tools?
Choose from supported model, voice, and telephony providers. Using Agent Builder does not require moving your telephony to Bandwidth. Tool actions need a configured connection and appropriate permissions.
What is included in free access?
Platform access is free for developers and small businesses. Your telephony, model, voice, and business-tool providers may charge for usage, including tests. See pricing and enterprise options.
What will I hear when I press play?
Each agent plays a short, prerecorded greeting in its own voice. You can pause, replay, or choose another agent. To explore a full conversation for your use case, request a demo.
What should I validate before a rollout?
Agent Builder is an experimental release from Bandwidth Labs. Test your providers, failure paths, handoffs, and data requirements before a rollout. Start with the IVR pilot evaluation guide and discuss support requirements with the team.