AI Voice Agent for E-Commerce Support

An e-commerce company was drowning in customer support calls. Their small team couldn't keep up with order status inquiries, return requests, and product questions, leading to long wait times and frustrated customers.

I designed and deployed an AI voice agent that handles inbound customer support calls with natural, human-like conversation.

Customer calls the support line

The AI voice agent greets them and identifies their intent

For order inquiries, it pulls real-time data from the e-commerce backend via API

For returns, it walks the customer through the process and generates return labels

Complex issues are escalated to a human agent with full conversation context

Natural language understanding powered by GPT-4 and Claude API

Real-time order lookup and status updates

Automated return processing workflow

Seamless handoff to human agents when needed

Call transcription and sentiment analysis for quality monitoring

LLMs: GPT-4, Claude API

Backend: Python, FastAPI

Database: Supabase

Voice: Custom voice pipeline with low-latency streaming

70% of support calls resolved without human intervention

Average call handling time reduced by 60%

Customer satisfaction scores improved from 3.2 to 4.6/5