SHEET 01Use CaseVoice-Based Order Tracking

Enable instant order tracking and status updates via voice and SMS

Customers call and get real-time updates on shipments, delivery windows, and returns — no hold queues, no transfers. Voice agents pull live data from your OMS and logistics platforms.

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  • Retail
  • Logistics & Supply Chain
  • Customer Support
  • Voice AI
61%reduction in shipment inquiry volume
2 minaverage time to provide tracking info (vs. 8+ min hold)
4.9/5customer satisfaction with proactive tracking updates
$5.20cost per inquiry (vs. $12 agent handle)
SHEET 02The ChallengePROBLEM

The voice order tracking challenge

E-commerce and fulfillment centers field thousands of “Where’s my order?” inquiries daily. Customers don’t have tracking info or don’t know where to find it. Support teams search carrier APIs, process refund claims, and handle angry customers. High inquiry volume delays response to legitimate issues. Lack of proactive updates forces customers to call repeatedly. In logistics, order status visibility is poor across multiple carriers and warehouses.

SHEET 03The SolutionASSEMBLY

How assistents automates voice order tracking

assistents order tracking agent integrates with your fulfillment system, ERP, and carrier APIs (FedEx, UPS, DHL) to provide real-time shipment status. Customers call a toll-free number or text their order number; the agent instantly retrieves tracking info, estimated delivery, and exceptions. For delays, the agent proactively SMS updates and offers help (reroute, hold, refund). Integration with CRM prevents duplicate inquiries.

PR-01Active

Voice Agent

Answers phone inquiries, retrieves order and tracking status from multiple systems, handles exceptions

PR-02Active

SMS Agent

Sends proactive shipment alerts, delivery windows, exception notices, and proactive resolutions

PR-03Active

Workflow Agent

Queries fulfillment and carrier APIs, updates customer record, flags long delays for escalation

SHEET 04How It WorksPIPELINE

How voice order tracking agents work

Deployment sequenceActive
  1. STEP 01Customer initiates inquiry

    Customer calls or texts order number. Agent immediately retrieves order from fulfillment system.

  2. STEP 02Fetch shipment status

    Agent queries FedEx, UPS, or DHL API for real-time tracking. Combines warehouse and carrier data.

  3. STEP 03Provide update

    Agent shares current status, expected delivery date, and any exceptions. Answers follow-up questions.

  4. STEP 04Handle exceptions

    For delays or exceptions, agent proactively offers solutions: reroute, hold, refund. Escalates if needed.

  5. STEP 05Send proactive alerts

    For all orders, agent sends SMS updates at key milestones (shipped, out for delivery, delivered).

5 steps deploy to production in weeks

SHEET 05Measurable OutcomesMEASURED

Measurable voice order tracking outcomes

61%reduction in shipment inquiry volume
2 minaverage time to provide tracking info (vs. 8+ min hold)
4.9/5customer satisfaction with proactive tracking updates
$5.20cost per inquiry (vs. $12 agent handle)
SHEET 07Related Use CasesCATALOG

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SHEET 08Sign-offREADY

Ready to see this in action?

Schedule a personalized demo to see how assistents’s AI agents can solve this challenge for your organization.

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Stage
Discovery to production · 4 weeks
Deployment
Cloud · On-premise · Hybrid
Governance
Audit trail on every action
Sheet
8 of 8 · Use Case