How it works
When a customer calls about a return or exchange, Consio’s AI Voice Agent identifies the order and understands the request. It can answer commerce questions right away, such as return windows, exchange eligibility, final sale rules, refund timing, and whether return shipping is covered.
If the request is straightforward, the AI Voice Agent guides the customer through the next step, confirms the relevant order details, and explains the correct return or exchange flow. For exchange-related calls, it can also help clarify size or variant availability before handing the conversation off if needed.
If the case is more complex, outside policy, or requires a manual decision, the AI Voice Agent captures the reason for the request and escalates it to a human with the full context already summarized.
Benefits
This use case reduces repetitive support volume while giving customers faster answers during a high-friction moment in the post-purchase journey. Instead of waiting for an email reply or sitting on hold, shoppers get immediate clarity on what is possible and what to do next.
It also improves customer experience by making return and exchange questions feel simple, fast, and well handled. When a human handoff is needed, your team starts with the full context already captured, which leads to smoother conversations and faster resolutions.
