Act 01AI customer support · Next wave
AI customer support that answers "where is my order?" all day
An AI customer support employee answers order, delivery, return and service questions on WhatsApp, email and calls. It looks up the order in your system, raises tickets with the details filled in and hands complaints to your team. It suits D2C brands, online stores and cloud kitchens that answer the same questions daily. Setup fee plus monthly fee.
Act 02The job
What it does
Answers order and service questions, raises tickets, escalates complaints.
- Answers order status, delivery, return and service questions
- Looks up the order or booking in your system before it replies
- Raises a ticket with the order details and photos already attached
- Hands complaints and exceptions to a person, with the full conversation
- Checks in after the issue is solved
- Flags the questions that keep coming back, so you can fix the cause
Act 03Example day
A shift, hour by hour
An illustration of a typical day for this role, not results from a client.
9:00 am
Overnight WhatsApps are waiting. The employee checks each order in your system and replies with the courier status and tracking link.
12:30 pm
A customer sends a photo of a leaking bottle. The employee raises a ticket with the order details and photo, and tells the customer when your team will reply.
4:00 pm
A customer asks to return a pair of shoes. The request is inside your return rules, so the employee books the pickup and confirms it on WhatsApp.
8:00 pm
The day's write-up lands: questions answered, tickets raised, and the question that came up most.
Illustrative Times and events are examples of how the role works.
Sample call
Hear it on the phone
A staged call with synthetic voices and an invented business, run by the same rules a real one is.
Tracks a late order and sets up an exchange
D2C skincare · Glow Leaf Naturals (invented)
A customer calls about a delayed parcel. Support finds the order, shares tracking, opens an exchange and sends the compensation request to a person.
What it did
- Said it is an AI assistant up front
- Order GL-4512 found: left the Jaipur hub, arrives tomorrow
- Tracking link sent on WhatsApp
- Exchange checked against the 7-day, sealed-pack policy
- Compensation request passed to the support lead
- Exchange raised: sunscreen to tinted, pickup on delivery
Voice: Sarvam Bulbul, Kavya. Scripted and synthetic: not a recording, not a real customer.
- नमस्ते, Glow Leaf Naturals support में आपका स्वागत है। मैं brand की AI assistant हूँ। अपना order number या registered mobile number बताइए।Hello, welcome to Glow Leaf Naturals support. I am the brand’s AI assistant. Please tell me your order number or registered mobile number.
- मेरा order number है GL 4512। चार दिन हो गए, अभी तक नहीं आया।My order number is GL 4512. It has been four days and it still hasn’t arrived.
- देरी के लिए माफ़ी चाहती हूँ। मैंने check किया, आपका parcel कल Jaipur hub से निकल चुका है और कल शाम तक पहुँच जाएगा। Tracking link मैं WhatsApp पर भेज देती हूँ।Sorry for the delay. I checked: your parcel left the Jaipur hub yesterday and will reach you by tomorrow evening. I’ll send the tracking link on WhatsApp.
- ठीक है। और मैंने जो sunscreen लिया है, उसकी जगह tinted वाला चाहिए। Exchange हो सकता है?Okay. And I want the tinted one instead of the sunscreen I ordered. Can I exchange it?
- हाँ, delivery के सात दिन के अंदर exchange हो जाता है, अगर seal खुली न हो। Parcel मिलने के बाद pickup अपने आप schedule हो जाएगा। क्या मैं exchange request अभी बना दूँ?Yes, exchanges are allowed within seven days of delivery if the seal is unopened. The pickup is scheduled automatically once the parcel arrives. Shall I raise the exchange now?
- हाँ, बना दीजिए। और देरी के लिए कुछ discount मिलेगा?Yes, please. And will I get a discount for the delay?
- Discount मैं खुद नहीं दे सकती, लेकिन आपकी request मैंने हमारी support team को भेज दी है। वो आज शाम तक WhatsApp पर reply करेंगे।I can’t give a discount myself, but I have sent your request to our support team. They will reply on WhatsApp by this evening.
- ठीक है, धन्यवाद।Okay, thank you.
- आपका exchange request बन गया है। और कुछ मदद चाहिए तो इसी number पर call कीजिए। आपका दिन अच्छा हो!Your exchange request is raised. Call this number if you need anything else. Have a good day!
Act 04Channels and hand-over
Where it works. When it steps back.
Channels
- WhatsApp Business API
- Phone calls
- Your order or ticketing system
Hands over to a person when
- A customer is upset or asks for a person
- A refund or replacement is above the limit you set
- The issue is outside your approved answers
Suits
- D2C brands and online stores
- Restaurants and cloud kitchens
- Subscription and service businesses
Act 05Questions
Asked often
Every employee says it is an AI when asked, announces call recording and follows your written limits.
Can it process refunds?
Only inside the refund rules you write down. Anything beyond them goes to a person on your team.
How does it know our policies?
We train it on your return policy, FAQs and past conversations, and you test and approve its answers before it goes live.
Can it see our orders?
Yes, once we connect it to your store, order or ticketing system, with permissions you control.
What if a customer is angry?
It stays polite, apologises where that is right and hands over to a person with the full conversation, so the customer never has to repeat themselves.
Act 06Related roles
The rest of the team
AI customer support
Put it on shift
Tell us about the job today: the calls, the messages, the tools. We map it with you, then quote a one-time setup and a monthly fee.