Commerce and support
7 Shopping and Order-Support Workflows for Voice AI
Commerce calls often move between product advice and order help. The agent needs to know which facts it can answer from approved knowledge and which require a live system. These seven workflows turn that distinction into practical customer support.
Human-like voice agents. 11 Indian languages and English.
1. Clarify product requirements
Ask about the intended use and the constraints that matter to the customer. Use approved product attributes to narrow the discussion. Preserve an unanswered requirement for a human specialist instead of inventing compatibility. The useful output is a clear requirement set and the options actually discussed.
2. Explain product differences
Compare specific attributes such as dimensions, capacity or supported uses from the supplied catalogue. Keep the answer focused on the customer’s question. If two listings conflict, flag the uncertainty for the team. A voice agent should not create a confident recommendation from incomplete specifications.
3. Check stock or delivery eligibility
Use the designated live source for stock and serviceability. Confirm the relevant product variant and delivery area before reading the result. If the lookup fails, collect the request for follow-up. Catalogue presence alone does not establish stock, and a previous delivery estimate does not establish today’s availability.
4. Retrieve an order status
Follow the approved identification process, then query the order system. State the current returned status in clear language. Preserve the order reference and lookup result for support. When the source is unavailable, distinguish that technical problem from an order being missing or cancelled.
5. Capture a delivery issue
Collect what the customer expected, what happened and which order or item is involved. Separate the customer’s report from verified logistics information. Give the support team both. Do not promise a replacement delivery date unless an authorized system or team has actually provided one.
6. Request a return or exchange
Explain the applicable published process and gather the relevant order and item details. A request may need review or additional evidence. Keep that status explicit. If a connected tool creates a return, retain its reference; if it only submits a request, do not describe the return as approved.
7. Escalate with the full issue context
Pass the problem, relevant references, completed checks and outstanding question together. Identify whether the customer is waiting for an action or an answer. Keep a failed tool attempt visible to the receiving team. A useful escalation should prevent the customer from repeating the same troubleshooting steps.
Build the first workflow with Swarit
Swarit combines 11 Indian languages and English with a step harness for the process and graph lookup for connected business knowledge. Start with one of these workflows, define the required fields and decide what counts as completion. Connect and verify the relevant business tools before representing an external action as done.
Start with product questions and issue intake, then add verified transactional actions individually. Review the final customer message against the actual system result before expanding the workflow.