8 use cases for AI voice agents in e-commerce

AI voice agents are handling customer service and operations in e-commerce industries. The load of routine calls has now shifted from humans to these AI voice agents. Don't perceive them as robots, they are intelligent and capable because of artificial intelligence.

From automated order tracking to personalized product recommendations, AI voice agents help businesses improve efficiency and customer satisfaction.

In this article, we’ll cover eight key use cases of AI voice agents in e-commerce and how they can drive business growth and improve the shopping experience

1. Order Management

AI voice agents are integrated with your online store. It simplifies order-related tasks, reducing the need for human intervention and minimizing errors:

• Easy Order Placement & Updates: Customers can place, modify, or cancel orders on phone calls with the AI voice agent. This avoids lengthy navigation through customer service menus.

• Instant Order Status Updates: AI-powered systems provide real-time updates on order confirmations, shipping progress, and delivery estimates.

• Simplified Returns & Refunds: Customers can initiate returns and refunds in seconds through AI-powered self-service voice interactions.

2. Real-Time Delivery Tracking & Scheduling

Customers expect accurate and timely delivery updates. AI voice agents streamline communication

• Live Delivery Updates: Instead of checking emails or tracking pages, customers can simply ask for real-time order status.

• Easy Rescheduling & Address Changes: AI assistants handle last-minute rescheduling and address modifications without requiring a customer service representative.

3. Handling Product & Discount Inquiries

AI voice customer support provides instant responses for promotions, product availability, and pricing questions:

• Real-Time Promotions & Campaign Updates: Customers can inquire about current discounts or upcoming sales events without navigating websites.

• Personalized Deal Notifications: AI voice agents analyze shopping history and notify users of relevant sales or special offers, improving conversion rates.

• Product Availability & Pre-Order Assistance

4. Automating Payment Reminders

Missed payments or forgotten subscriptions can lead to customer loss. AI voice assistants help prevent these issues:

• Subscription Renewal Alerts: AI sends timely reminders (via emails/calls/sms) for recurring payments, ensuring uninterrupted service.

• Outstanding Payment Follow-Ups: Customers receive automated voice reminders about pending invoices, reducing delays in transactions.

• Delivery Confirmation & Service Feedback Requests: AI voice agents contact customers post-order to confirm delivery and collect feedback for service improvements.

5. AI Voice Customer Support

Handling FAQs and Resolving Common Issues

• AI-driven customer support can handle up to 80% of routine queries, freeing agents for more complex requests (Gartner).

• Automated responses improve average response times, enhancing customer satisfaction.

6. Automating Returns, Refunds, and Exchange Processes

Managing post-purchase services can be tedious for both businesses and customers. AI voice agents streamline these interactions by:

• - Guiding customers through return requests quickly.

• - Verifying refund eligibility and processing refunds faster.

• - Handling exchange requests without requiring human intervention.

7. Proactive Re-engagement with Past Customers

Customer retention is as important as acquiring new shoppers. AI voice agents help businesses reconnect with past buyers by:

• - Sending personalized voice messages with tailored discounts or offers.

• - Recommending products based on previous purchases.

• - Reminding customers about abandoned carts or product restocking.

8. Guided Shopping Assistance for a Better Customer Experience

AI voice assistants act as virtual shopping companions, assisting customers in making purchasing decisions.

• - Provide real-time information on product specifications, reviews, and availability.

• - Compare alternatives to help buyers select the best product for their needs.

• - Enable hands-free, voice-based navigation, making online shopping more interactive and efficient.

Now is the time to integrate AI voice agents into your e-commerce strategy and gain a competitive edge. Contact us today to explore how AI voice automation can drive growth for your business!

Learn More:

• The Future of Hospitality with AI Voice Agents

• AI Voice Agent vs. a Human Phone Operator - What is the Future of Call Handling

• AI Customer Service Agents are Saving Businesses, Big Bucks