E-commerce and retail · Sample scenario
Answering order status requests
"Where is my order?" gets an instant answer with the status taken from the order and shipping systems.
Problem
A large share of the support team's time goes to the same "where is my order?" question.
How it works today
The operator asks for the order number, opens the order system and the carrier's site separately, and types the status by hand.
What this scenario changes
The customer's access to the order is verified, order and shipping status are pulled from the APIs and explained in plain language. If the data conflicts, the request goes to an operator.
The process step by step
- Status request: The customer asks about an order
- Access verified: Order number + email
- Status retrieved: Order and shipping systems
- Do the statuses match?: Do both systems say the same thing
- Status explained in plain language: Technical code → sentence
- Reply and log: Reply to the customer, helpdesk record
Exception path
- Operator checks: Compares both systems
- Customer notified: Told that the order is being checked
The role of AI
Extracts the order number from the request and turns technical status codes into a simple sentence for the customer.
Human approval and exceptions
If the order is not found or the systems show conflicting statuses, no automatic reply is sent; the request goes to an operator.
Frequently asked questions
Can someone look up another person's order?
No. The status is shown only after the order number and the matching contact details are verified.
What if the carrier does not offer an API?
Then only the status from the order system is shown, or the process continues with an operator; this is checked during integration.
What happens when there is a delay?
If the status shows a delay, the customer is told openly; if the exact date is unknown, no date is made up.