Lumay For E-Commerce
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.
WISMO Calls Are Destroying Your Support Margin
"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.
Core Capabilities For Online Retailers
| 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 center 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. |
From Inbound Call To Resolved Ticket
Customer calls
The inbound call hits your AI agent. Caller ID lookup instantly surfaces account details, order history, and any open support tickets.
Smart resolution
RAG search queries your help center. AI resolves order status, returns, refund policy, and product questions - 94%+ without human involvement.
Action taken
API and connector tools process refunds, update orders, and create tickets. State management ensures every field is validated before any action is committed.
Logged and measured
Full call log generated with cost breakdown, duration, sentiment score, and resolution outcome. Prometheus metrics track deflection rate and CSAT.
E-Commerce Support: Traditional Vs Lumay
Traditional Approach
- ×WISMO calls handled by agents at $6+ per contact
- ×Return requests require agent time for eligibility checks
- ×Black Friday requires advance seasonal hiring
- ×Knowledge base questions routed to agent queues
- ×Call data manually entered into support tickets
- ×After-hours calls go to voicemail or a third-party line
- ×Support costs scale directly with order volume
With LuMay
- AI handles order tracking at $0.23 per call
- AI validates return eligibility and generates labels in the call
- AI scales instantly to any volume - no ramp time
- 94%+ of knowledge base questions resolved by AI without escalation
- Every call auto-logged with full metadata and OMS sync
- AI handles all time zones 24/7 with consistent quality
- AI cost stays near-constant regardless of volume spikes
E-Commerce Segments Where Lumay Performs
| 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 localized voice, language support, and per-brand routing logic. |
Powered By Voxentis
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.
Related Pages On Lumay.ai
Lumay for Retail
AI voice for omnichannel retail - physical stores, seasonal peaks, loyalty, and order modifications.
Lumay for Logistics
Delivery tracking, rescheduling, and exception handling for fulfilment operations.
Lumay + Zapier
Connect your e-commerce stack to Lumay through 5,000+ no-code automations.
Lumay + HubSpot
How post-call data and customer records sync to HubSpot automatically.
Lumay Voice Agent Features
Full voice agent feature overview - inbound, outbound, escalation, and analytics.
Cut Your Support Cost. Keep Your Customers
70% ticket deflection. $0.23 per resolved call. Ready before peak season.