Order status and returns, answered instantly
Give shoppers a real-time answer on where their order is and start a return or exchange, without a single ticket sitting in the queue.
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Where e-commerce calls usually go wrong
The same handful of problems show up in almost every call queue, long before an agent gets involved.
Support volume spikes with every sale
A promotion or shipping delay can triple your contact volume overnight, and callers waiting on hold start leaving reviews before you can respond.
Order status is the same question, over and over
"Where's my order" is most of your call volume, and it's answered the same way every time — a lookup your team could skip entirely.
Returns start with a phone call nobody wanted
Customers wanting a return or exchange often call first, and a slow answer is a customer who escalates instead of waiting.
Milian · AI agent
Inbound call
A customer call is ringing
Milian answers immediately and opens the right workflow for e-commerce.
Where the agent takes work off your plate
Built around the calls e-commerce teams actually handle every day. This is not a generic script.
Order status lookup
Callers get a live answer on shipping status, delivery estimates or delays, pulled from your connected order system.
Returns & exchanges
The agent starts a return or exchange on the call, capturing the reason and item, so your team receives a ready-to-process request.
Delivery delay handling
During shipping disruptions, the agent proactively explains the delay and offers the options you've configured, cutting down on repeat calls.
WhatsApp order updates, SMS confirmations
The same agent answers order questions over WhatsApp, so customers can text instead of call and still get a real answer — with outbound SMS handling tracking updates and confirmations.
Post-purchase outreach
Outbound calls or messages follow up after delivery to catch issues early, before they turn into a return or a bad review.
Built to keep up with e-commerce call volume
Three numbers that show what the agent delivers across every call.
Order and return questions answered around the clock
Countries you can get a local number in
Same agent, same answers — plus SMS for tracking updates
The building blocks behind this workflow
The parts of the platform e-commerce teams use most for this workflow.
Questions about e-commerce
Yes, once connected to your order or CRM system through a webhook, the agent pulls live shipping and delivery details instead of giving a generic answer.
See it work for e-commerce
Start an agent for this workflow, give it a task and call it in the next few minutes.
Live Demo
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