Where is my order gets answered instantly, at any hour
A Hebrew voice agent that checks order status against your system, opens a return or exchange, and answers product questions from the catalogue you uploaded — on the phone and on WhatsApp, even at peak campaign.
The short answer
How does an online store offer phone support without growing the call centre?
An online store can offer full phone support when an AI agent answers every call in Hebrew and handles the three enquiries that make up most of the volume itself: where the order is, how to return or exchange, and product questions. The agent pulls order status from a system you connected as a tool, opens a return request, and filters and enumerates a catalogue or price list you uploaded as CSV or Excel — so it genuinely knows which brands, sizes or shades exist. Exceptions go to a human rep, and every call ends with a recording, transcript, summary and sentiment.
What happens today
- A big sales day doubles contact volume exactly when there are no extra reps to hire
- Most calls are the same question — where is my order — and a human rep spends the day on it
- A customer asking which brands or sizes you carry gets a partial answer, because nobody remembers the whole catalogue
- Enquiries come in the evening and at weekends, when people actually shop, and nobody answers
- Returns and exchanges stall because the details taken on the phone are incomplete — order number, item, reason
How it sounds
Hi, you have reached the store's customer service. I am the digital assistant. I can check an order, start a return, or answer a product question. What is your order number?
What the agent captures
- Order number, or a name and phone number to find the order
- Type of enquiry — delivery status, return, exchange, product question
- The relevant item in the order, including size or shade
- Reason for the return or exchange
- Address and preferred pickup or delivery method
- Whether the case needs a human rep, and why
Common use cases
Where is my order — the enquiry that eats the support desk
It is the single most repeated support question for an online store, and also the easiest to automate — when there is a real connection to your order system. The agent identifies the customer by phone number or asks for the order number, pulls the status from the system you connected as a tool, and reads back what you allowed it to.
- Order status pulled from a connected system
- Returning customers recognized by phone number, including the previous conversation
- The same answers on WhatsApp
- With no connection or no response — capture the details and hand off, never guess
Catalogue questions that need filtering, not guessing
Which brands do you carry, or is that in a 42 in black, are questions that need filtering and exhaustive enumeration, not a fuzzy lookup in a document. Upload the catalogue or price list as CSV or Excel, and the agent filters it for real, enumerates the options, and when there are too many matches asks a narrowing question instead of reading out a list.
- Upload a catalogue or price list as CSV or Excel
- Filter by brand, category, size, shade or price
- A narrowing question when there are too many matches
- Update by re-uploading, without touching the call flow
Returns and exchanges opened correctly on the first call
A return usually stalls on missing details. The agent runs the process you defined: finds the order, identifies the item, asks the reason, checks it against the returns policy you approved in the knowledge base, and opens the request in the connected system — or hands off to a rep when the case falls outside policy.
Campaign peaks and sale days
On a sale day volume jumps at once, and the support desk does not grow at the same rate. The agent answers every call in parallel with no hold queue and handles the repeat enquiries itself — so human reps only get the exceptions. It can also run outbound calls: confirming delivery details, notifying about a delay, or collecting feedback after an order arrives.
- Simultaneous calls with no hold queue, 24/7
- Outbound calls for delivery confirmation, delay notices and feedback
- Recording, transcript, summary and sentiment on every call
- Connected through the REST API, signed webhooks and CRM write-back
Frequently asked
How does the agent know the status of a customer's order?
It pulls it from the order system you connected as a tool, by order number or by recognizing the customer from their phone number. What it reads back depends on what you allowed. If the system is unavailable it captures the details and hands off to a rep rather than quoting a date nobody verified.
Does the agent really know what is in our catalogue?
Yes, once you upload it as a CSV or Excel file. It then filters and enumerates from the list itself — all the brands in a given category, for instance — instead of guessing from free text. When there are too many matches it asks a narrowing question, so it never reads a whole list down the phone.
Does the same agent work on WhatsApp too?
Yes. The same agent is available on WhatsApp, and a customer who called yesterday and messages today is recognized by phone number — so the thread continues rather than starting over. WhatsApp conversations also end with a summary and a full record, just like phone calls.
What happens with an exception or an angry customer?
It transfers to a human rep by the rules you set, including dialling an extension, and records the escalation reason on the conversation. Sentiment is stored on every call as well, so at the end of the day you can find exactly which conversations ended badly and follow up — with the transcript in front of you.
Call the agent now
A real call, in Hebrew. Exactly what your callers would hear.
Have the agent call me
Leave a number — the agent calls you in under a minute.
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