AI voice support for online retail — resolve orders, process returns, and deflect 70% of support tickets at $0.23 per call.
E-commerce support has a simple economics problem. Human agents cost $6 or more per call. AI handles the same conversation for $0.23. The calls are routine — order status, tracking updates, return eligibility, refund confirmation — but there are thousands of them per day. Lumay's AI voice agent resolves these at scale, connects directly to your order management system, and escalates only what genuinely requires a human.
"Where is my order?" is the single most common e-commerce support call. It is also the most automatable. The answer lives in your OMS. An AI agent retrieves it in real time and reads it to the customer in under one second. No agent required.
The same pattern applies to returns, refund status, sizing questions, warranty queries, and promotional code validation. Each of these has a deterministic answer that can be retrieved from your existing systems. An AI voice agent handles all of them — 24 hours a day, across every time zone.
During Black Friday and peak trading periods, the volume multiplies. Adding agents for a 3-week surge is expensive and operationally difficult. An AI voice agent scales instantly to any volume with no ramp time.
| Capability | What it does | Why it matters |
|---|---|---|
| Order Status Lookup | Connects to your OMS in real time. Reads order status, tracking numbers, carrier updates, and estimated delivery dates to the caller. | Resolves the highest-volume support query automatically — no agent needed. |
| Returns & Refund Flows | Multi-step conversation walks customers through return eligibility, generates return labels via API, and initiates refund workflows. | End-to-end return processing in a single call — no email threads, no follow-up. |
| AI Resolution Engine | Ingests your entire help centre or knowledge base via RAG. Resolves returns, sizing, warranties, and shipping policy questions with 94%+ accuracy. | Knowledge base questions answered instantly, without routing to a human agent. |
| Ticket Deflection | Resolves inbound support volume with AI. Escalates the remaining cases with full context, sentiment score, and call recording to human agents. | 70% ticket deflection rate — support team only handles the cases that genuinely need them. |
| Platform Connectors | Pre-built connectors for Shopify, WooCommerce, Magento, and custom APIs. MCP servers for complex multi-tool workflows. | No custom development required for the most common e-commerce stacks. |
| Cost Analytics | Tracks cost per call, resolution rate, deflection rate, and agent ROI. Exports via CSV or JSON for BI dashboards. | Full visibility into your support economics — cost per resolved ticket, not just per headcount. |
The inbound call hits your AI agent. Caller ID lookup instantly surfaces account details, order history, and any open support tickets.
RAG search queries your help centre. AI resolves order status, returns, refund policy, and product questions — 94%+ without human involvement.
API and connector tools process refunds, update orders, and create tickets. State management ensures every field is validated before any action is committed.
Full call log generated with cost breakdown, duration, sentiment score, and resolution outcome. Prometheus metrics track deflection rate and CSAT.
| Segment | How it applies |
|---|---|
| Direct-to-Consumer Brands | Handle post-purchase support volume — WISMO, returns, sizing — without scaling the CS team with every revenue milestone. |
| Marketplace Sellers | Manage high inbound enquiry volumes from multiple storefronts. AI connects to multiple OMS instances from a single deployment. |
| Subscription Commerce | Handle billing questions, pause requests, cancellation flows, and winback conversations automatically — reducing churn with AI. |
| Enterprise Retail Brands | Deploy across multiple brands and regions with localised voice, language support, and per-brand routing logic. |
Lumay's e-commerce voice agent is built on Voxentis — with native Shopify connectivity, OMS integration, RAG-powered resolution, and real-time analytics. Learn more at voxentis.lumay.ai.
AI voice for omnichannel retail — physical stores, seasonal peaks, loyalty, and order modifications.
Delivery tracking, rescheduling, and exception handling for fulfilment operations.
Connect your e-commerce stack to Lumay through 5,000+ no-code automations.
How post-call data and customer records sync to HubSpot automatically.
Full voice agent feature overview — inbound, outbound, escalation, and analytics.
70% ticket deflection. $0.23 per resolved call. Ready before peak season.
