ecommerce
End-to-end voice automation to handle WISMO, returns, and refund requests at scale.
Reduce call volume, protect SLAs, and keep your contact center stable during promo peaks, delivery disruptions, and returns season.
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Listen to Demo
Listen to Demo
trusted by GLOBAL ENTERPRISES
Intent example 1
"Where is my order?"
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Intent example 2
"Return, refund, or exchange status."
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Intent example 3
"Cancel or change an order."
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Intent example 1
"Where is my order?"
Try Demo
Intent example 2
"Return, refund, or exchange status."
Try Demo
Intent example 3
"Cancel or change an order."
Try Demo
Intent example 1
"Where is my order?"
Try Demo
Intent example 2
"Return, refund, or exchange status."
Try Demo
Intent example 3
"Cancel or change an order."
Try Demo
Calldesk AI Agents for Ecommerce
Our agents hold real conversations, complete real tasks, and give accurate answers based on your data. They fit naturally into your workflows and scale with your operation from day one.
“By integrating Calldesk callbots into our two phone lines for individuals and professionals, we’ve increased the number of resolved requests while enabling our human agents to focus on higher-value tasks.”
Wilfried Briand, CNP Assurances
Director of Digital Transformation Programs
“By integrating Calldesk callbots into our two phone lines for individuals and professionals, we’ve increased the number of resolved requests while enabling our human agents to focus on higher-value tasks.”
Wilfried Briand, CNP Assurances
Director of Digital Transformation Programs
“By integrating Calldesk callbots into our two phone lines for individuals and professionals, we’ve increased the number of resolved requests while enabling our human agents to focus on higher-value tasks.”
Wilfried Briand, CNP Assurances
Director of Digital Transformation Programs
Calldesk for
Ecommerce
Frontline Orchestration
Automated Resolution
Ticket Creation & Email Handoff
Agent Transfer with Summary
Identification & Context
Calldesk instantly links the caller to their most recent order and delivery status (via ANI or order ID). It pulls real-time data from your OMS and TMS, ensuring every interaction begins with immediate context on package location, "WISMO" status, or return eligibility. Any handoff includes verified tracking numbers and shipment history
Re-route calls in Calldesk
Carl Jr.
Call Event
Jullie
Call Agent
Emma R.
Call Event
Martin
Call Agent
Tom G.
Call Event
Emma
Call Agent
Qualification & Routing
Calldesk detects the reason for contact and urgency, then routes the caller to the right e-commerce workflow or specialist queue. It separates status vs true exceptions, applies promise-date and policy/eligibility rules, and escalates only the cases that require human judgment—with the full order context so agents don’t re-triage.
Hi Dan!
Verify your identity with one of the available authentication options
Frontline Orchestration
Automated Resolution
Ticket Creation & Email Handoff
Agent Transfer with Summary
Identification & Context
Calldesk instantly links the caller to their most recent order and delivery status (via ANI or order ID). It pulls real-time data from your OMS and TMS, ensuring every interaction begins with immediate context on package location, "WISMO" status, or return eligibility. Any handoff includes verified tracking numbers and shipment history
Re-route calls in Calldesk
Carl Jr.
Call Event
Jullie
Call Agent
Emma R.
Call Event
Martin
Call Agent
Tom G.
Call Event
Emma
Call Agent
Qualification & Routing
Calldesk detects the reason for contact and urgency, then routes the caller to the right e-commerce workflow or specialist queue. It separates status vs true exceptions, applies promise-date and policy/eligibility rules, and escalates only the cases that require human judgment—with the full order context so agents don’t re-triage.
Hi Dan!
Verify your identity with one of the available authentication options
Frontline Orchestration
Automated Resolution
Ticket Creation & Email Handoff
Agent Transfer with Summary
Identification & Context
Calldesk instantly links the caller to their most recent order and delivery status (via ANI or order ID). It pulls real-time data from your OMS and TMS, ensuring every interaction begins with immediate context on package location, "WISMO" status, or return eligibility. Any handoff includes verified tracking numbers and shipment history
Re-route calls in Calldesk
Carl Jr.
Call Event
Jullie
Call Agent
Emma R.
Call Event
Martin
Call Agent
Tom G.
Call Event
Emma
Call Agent
Qualification & Routing
Calldesk detects the reason for contact and urgency, then routes the caller to the right e-commerce workflow or specialist queue. It separates status vs true exceptions, applies promise-date and policy/eligibility rules, and escalates only the cases that require human judgment—with the full order context so agents don’t re-triage.
Hi Dan!
Verify your identity with one of the available authentication options
Stability & Resilience
Peak-season capacity without service degradation
Keep customer service running smoothly during delivery incidents, weather events, promotions, customs delays, or warehouse disruptions, ensuring customers always receive clear and timely shipment information. Calldesk AI agents automatically communicate status updates and next steps, preventing contact center overload and frustrated customer backlash.
Higher containment on order and refund intents
Resolve the highest-volume e-commerce calls end-to-end by identifying the customer and order, pulling the live order/return status, and completing the standard actions (tracking updates, return initiation, refund status confirmation). This removes repetitive workload from agents while keeping exception cases routed with full context.
Faster resolution on exceptions
When a case needs a human, Calldesk escalates with verified customer identity, order context, and a clean summary so handling doesn’t restart from zero. Agents see the order timeline, exception reason, and what actions have already been taken.
Stability & Resilience
Concevoir & Intégrer
Le Studio Calldesk s’appuie sur une technologie no‑code pour créer des agents IA alignés sur vos exigences métier. Ces agents peuvent qualifier les appels entrants, identifier les appelants, répondre aux FAQ , orienter les appels, créer des tickets, et bien plus. Ils tirent parti des données issues de vos environnements existants — CRM, ERP, plateformes de service client, etc. — pour offrir une expérience contextualisée et efficace.
Modéliser & Évaluer
Testez vos agents IA dans des scénarios réels avant le lancement :
Assurance qualité de niveau enterprise : validation de la sécurité et du ton de votre marque avant le déploiement en production.
Tests à grande échelle : simulation de tous les parcours de conversation avant chaque déploiement.
Analyse proactive : détection des écarts de performance par rapport à l'attendu et suggestion d'améliorations.
Déployer & Monter en charge
Reposant sur AWS Europe, l’architecture SaaS de Calldesk, élue architecture AWS de l'année, assure la résilience, la sécurité et la scalabilité des callbots déployés.
Support omnicanal : service fluide sur voix, chat et e-mail.
Mises à jour sans interruption : déployez des changements sans perturber le service client.
Infrastructure scalable : gérez la montée en volume avec une fiabilité de niveau enterprise.
Superviser & Améliorer
Suivez les métriques clés (taux de qualification, taux de résolution, taux de transfert, etc.) depuis le tableau de bord Calldesk et optimisez vos agents IA en continu.
Metrics en temps réel : temps de traitement, comportement de l’IA, disponibilité…rafraîchi en permanence.
Analyse des conversations : exploitez les transcripts pour affiner réponses et workflows.
Insights actionnables : identifiez les tendances et implémentez des améliorations grâce aux suggestions de l'IA.
Stability & Resilience
Peak-season capacity without service degradation
Keep customer service running smoothly during delivery incidents, weather events, promotions, customs delays, or warehouse disruptions, ensuring customers always receive clear and timely shipment information. Calldesk AI agents automatically communicate status updates and next steps, preventing contact center overload and frustrated customer backlash.
Higher containment on order and refund intents
Resolve the highest-volume e-commerce calls end-to-end by identifying the customer and order, pulling the live order/return status, and completing the standard actions (tracking updates, return initiation, refund status confirmation). This removes repetitive workload from agents while keeping exception cases routed with full context.
Faster resolution on exceptions
When a case needs a human, Calldesk escalates with verified customer identity, order context, and a clean summary so handling doesn’t restart from zero. Agents see the order timeline, exception reason, and what actions have already been taken.
Operational Impact
Reduce WISMO and refund-status volume
Calldesk resolves the highest-frequency calls by matching the customer to the right order and return state and providing a clear status and next step. This cuts repeat contacts and keeps queues from filling with the same case multiple times.
Lower cost-to-serve on repeatable workflows
Automate tracking updates, return initiation, refund checks, and simple order changes end-to-end so paid agent time is reserved for true exceptions. You reduce live-agent minutes without compromising the customer outcome.
Operational visibility by order stage and intent
Track what was automated, what was escalated, and why, segmented by order stage (pre-shipment, in transit, delivered, returns, refunds). This makes performance management practical during peaks and highlights where volume still leaks.
Operational Impact
Concevoir & Intégrer
Le Studio Calldesk s’appuie sur une technologie no‑code pour créer des agents IA alignés sur vos exigences métier. Ces agents peuvent qualifier les appels entrants, identifier les appelants, répondre aux FAQ , orienter les appels, créer des tickets, et bien plus. Ils tirent parti des données issues de vos environnements existants — CRM, ERP, plateformes de service client, etc. — pour offrir une expérience contextualisée et efficace.
Modéliser & Évaluer
Testez vos agents IA dans des scénarios réels avant le lancement :
Assurance qualité de niveau enterprise : validation de la sécurité et du ton de votre marque avant le déploiement en production.
Tests à grande échelle : simulation de tous les parcours de conversation avant chaque déploiement.
Analyse proactive : détection des écarts de performance par rapport à l'attendu et suggestion d'améliorations.
Déployer & Monter en charge
Reposant sur AWS Europe, l’architecture SaaS de Calldesk, élue architecture AWS de l'année, assure la résilience, la sécurité et la scalabilité des callbots déployés.
Support omnicanal : service fluide sur voix, chat et e-mail.
Mises à jour sans interruption : déployez des changements sans perturber le service client.
Infrastructure scalable : gérez la montée en volume avec une fiabilité de niveau enterprise.
Superviser & Améliorer
Suivez les métriques clés (taux de qualification, taux de résolution, taux de transfert, etc.) depuis le tableau de bord Calldesk et optimisez vos agents IA en continu.
Metrics en temps réel : temps de traitement, comportement de l’IA, disponibilité…rafraîchi en permanence.
Analyse des conversations : exploitez les transcripts pour affiner réponses et workflows.
Insights actionnables : identifiez les tendances et implémentez des améliorations grâce aux suggestions de l'IA.
Operational Impact
Reduce WISMO and refund-status volume
Calldesk resolves the highest-frequency calls by matching the customer to the right order and return state and providing a clear status and next step. This cuts repeat contacts and keeps queues from filling with the same case multiple times.
Lower cost-to-serve on repeatable workflows
Automate tracking updates, return initiation, refund checks, and simple order changes end-to-end so paid agent time is reserved for true exceptions. You reduce live-agent minutes without compromising the customer outcome.
Operational visibility by order stage and intent
Track what was automated, what was escalated, and why, segmented by order stage (pre-shipment, in transit, delivered, returns, refunds). This makes performance management practical during peaks and highlights where volume still leaks.
Implementation without disruption
Works with your existing stack
Connects seamlessly to your current IVR, CRM, billing, and provisioning systems with no required major changes.
Fast, low-risk deployment
Begin with a focused scope, move to live service in weeks, and grow safely at your own pace.
Enterprise-grade security & reliability
Designed to meet ecommerce requirements for security, compliance, and large-scale operational reliability.
Implementation without disruption
Concevoir & Intégrer
Le Studio Calldesk s’appuie sur une technologie no‑code pour créer des agents IA alignés sur vos exigences métier. Ces agents peuvent qualifier les appels entrants, identifier les appelants, répondre aux FAQ , orienter les appels, créer des tickets, et bien plus. Ils tirent parti des données issues de vos environnements existants — CRM, ERP, plateformes de service client, etc. — pour offrir une expérience contextualisée et efficace.
Modéliser & Évaluer
Testez vos agents IA dans des scénarios réels avant le lancement :
Assurance qualité de niveau enterprise : validation de la sécurité et du ton de votre marque avant le déploiement en production.
Tests à grande échelle : simulation de tous les parcours de conversation avant chaque déploiement.
Analyse proactive : détection des écarts de performance par rapport à l'attendu et suggestion d'améliorations.
Déployer & Monter en charge
Reposant sur AWS Europe, l’architecture SaaS de Calldesk, élue architecture AWS de l'année, assure la résilience, la sécurité et la scalabilité des callbots déployés.
Support omnicanal : service fluide sur voix, chat et e-mail.
Mises à jour sans interruption : déployez des changements sans perturber le service client.
Infrastructure scalable : gérez la montée en volume avec une fiabilité de niveau enterprise.
Superviser & Améliorer
Suivez les métriques clés (taux de qualification, taux de résolution, taux de transfert, etc.) depuis le tableau de bord Calldesk et optimisez vos agents IA en continu.
Metrics en temps réel : temps de traitement, comportement de l’IA, disponibilité…rafraîchi en permanence.
Analyse des conversations : exploitez les transcripts pour affiner réponses et workflows.
Insights actionnables : identifiez les tendances et implémentez des améliorations grâce aux suggestions de l'IA.
Implementation without disruption
Works with your existing stack
Connects seamlessly to your current IVR, CRM, billing, and provisioning systems with no required major changes.
Fast, low-risk deployment
Begin with a focused scope, move to live service in weeks, and grow safely at your own pace.
Enterprise-grade security & reliability
Designed to meet ecommerce requirements for security, compliance, and large-scale operational reliability.
Calculate the ROI of using AI Agents
Calculate the ROI of using AI Agents
Calculate the ROI of using AI Agents
Do you have in-house agents?
How many calls per year do they handle?
What is their cost per call?
Do you have outsourced agents?
How many calls per year do they handle?
What is their cost per call?
Total calls per year
Call center costs per year today
In-house agents
Outsourced agents
Call center costs per year with Calldesk
Callbot
In-house agents
Outsourced agents
Savings per year
Costs reduction per year
Callbot project ROI
Do you have in-house agents?
How many calls per year do they handle?
What is their cost per call?
Do you have outsourced agents?
How many calls per year do they handle?
What is their cost per call?
Total calls per year
Call center costs per year today
In-house agents
Outsourced agents
Call center costs per year with Calldesk
Callbot
In-house agents
Outsourced agents
Savings per year
Costs reduction per year
Callbot project ROI
Do you have in-house agents?
How many calls per year do they handle?
What is their cost per call?
Do you have outsourced agents?
How many calls per year do they handle?
What is their cost per call?
Total calls per year
Call center costs per year today
In-house agents
Outsourced agents
Call center costs per year with Calldesk
Callbot
In-house agents
Outsourced agents
Savings per year
Costs reduction per year
Callbot project ROI
From pilot to live in 4 weeks
Vous avez besoin de données solides avant d’automatiser; Calldesk vous les fournit.
At every stage, we work alongside your team.
Bringing not just the tech, but the know-how to make it work in your organization.
At every stage, we work alongside your team.
Bringing not just the tech, but the know-how to make it work in your organization.
At every stage, we work alongside your team.
Bringing not just the tech, but the know-how to make it work in your organization.