The Problem

Customer support teams frequently handle repetitive queries related to order tracking, such as:

  • “What is my order status?”
  • “What is the transaction ID?”
  • “When will my order be delivered?”

These queries:

  • Consume significant agent time
  • Increase operational costs
  • Lead to delays during peak hours
  • Depend heavily on manual lookup in CRM/Excel systems

Our Solution

We developed an AI-powered Sales Support Voice Agent using Retell AI that automates order-related queries.

  • Customers simply provide their Order ID via voice
  • The AI agent retrieves:
    • Order Status
    • Transaction ID
    • Expected Delivery Date
  • Responds instantly with accurate information

The solution eliminates manual intervention and ensures 24/7 availability.

Solution Architecture

Deliverables

  • Fully functional AI Voice Agent (Retell AI)
  • Custom Tool Calling Integration
  • Make.com Automated Workflow
  • Structured Excel Data Source
  • Documentation of architecture & workflow
  • Demo showcasing real-time interaction

Tech Stack

  • Conversational AI: Retell AI
  • Automation Platform: Make.com
  • Integration: Webhooks (Custom Tool Call)
  • Data Source: Excel
  • Backend Logic: Workflow-based (No-code automation)

Business Impact

  • Instant Query Resolution: Reduced response time from minutes to seconds
  • Reduced Support Load: Automated repetitive queries
  • Cost Efficiency: Lower dependency on human agents
  • Improved Customer Experience: Faster, accurate, and 24/7 support
  • Scalability: Easily extendable to CRM and multi-use cases

RELATED ARTICLESMORE FROM AUTHOR