Order Management

AI-Powered Virtual Agents for Order Status, Returns, and More

5 Best Practices for AI-Self-Service Without Compromise

What Are Virtual Agents for Order Management?

AI-powered virtual agents use conversational AI to automate the routine conversations traditionally handled by live agents. With SmartAction’s Omni-Bot™ feature, organizations typically start in voice, where the ROI is the greatest, then scale the same experience to chat or text for a complete omnichannel self-service strategy.

Learn more about virtual agents and what they can do

Order Management calls are perfect for automation because they follow repeatable steps and require little to no complex critical thinking to successfully complete. Offload routine order management calls and chats from customer service reps to AI-powered virtual agents. By seamlessly integrating with your CRM or ERP, virtual agents use natural language processing (NLP) to capture order numbers and product names, provide accurate order status, deliver confirmation receipts, and much more - all the things live agents do.

Which Order Management Calls & Chats Can be Automated Using Virtual Agents?

Cancel Orders

Check Inventory

Confirmation Receipt

Delivery Reminder

Driver Check-Ins

Exchange Reminder

Order Notification

Order Status

Place Order

Reorder

Returns

Return Status

What is the Customer Experience Like with a Virtual Agent?
  • Scenario 1: Place an Order

    As an IT associate, Josh is responsible for the internet services in his small office. His company will be expanding its office space to accommodate for growing headcount and he needs additional wireless internet coverage for the new space. Watch to see how an AI-powered virtual agent makes it less hard to order a new wireless router.

  • Scenario 2: Order Status

    Kurt loves sneakers; he’s basically a collector with over 50 pairs in his closet. He ordered two new pairs from one of his favorite online retailers and is hoping to receive them before he goes away on vacation. See how the virtual agent captures his natural language intent and delivers human-centric AI self-service to Kurt.

  • Scenario 3: Order Return

    Monica is a secretary at a local elementary school and is responsible for keeping the administrative offices fully stocked with supplies. She recently ordered new mousepads for herself and the principal, but the principal didn’t end up needing one. Monica calls to process the return, a task that most IVRs cannot handle. Watch the video to see how SmartAction makes this transaction less hard for Monica.

Which Order Management Challenges Do Virtual Agents Help You Address?
Virtual Agents Bots
  • Reduce live agent handle time and costs
  • Upskill live agents to higher value items that require the human touch
  • Validate multiple pieces of data quickly and effectively
  • PCI Compliant payment processing on new orders
  • Make it easy for customers to self-service any order management request
Sample Order Management Conversation
  • Customer

    Hello?

    Outbound calls & texts make up about 25% of SmartAction’s overall volume.

  • Virtual Agent

    Hello, this call is on behalf of Scooters.com, via Express Shipping Worldwide, to schedule the delivery of your recent purchase. Am I speaking with Cindy McLean?

    SmartAction uses predictive behavioral intelligence to contact customers at the best possible time.

  • Customer

    Yes.

    Virtual agent matches phone number to customer name to personalize the call and expedite the process. SmartAction can get this data either via API or FTP.

  • Virtual Agent

    Great. We need to schedule your delivery from Scooters.com at a time when an adult will be home to sign for it. The soonest available time slots I have are between Sunday, March 22nd, and Thursday, March 26th. Do you have a preferred delivery date?

    Human-centric AI design creates conversations that are effortless and conversational for customers.

  • Customer

    March 22nd is best.

    Natural language intent capture.

  • Virtual Agent

    Ok. How about between 1pm and 3pm on Sunday, March 22nd?

    Virtual agent keeps customer on the “happy path” where it will provide a CX as good as (or better than) a live agent.

  • Customer

    Perfect.

    It doesn’t have to be “yes” or “no” because the AI core listens in 100% natural language.

  • Virtual Agent

    Great. Your delivery is confirmed for Sunday, March 22nd, between 1pm and 3pm. Is there anything else for today?

    This confirmation is written (or sent) direct to the shipper information software.

  • Customer

    Nope.

  • Virtual Agent

    Thanks, and have a great day.

Integrations – Order Management

SmartAction integrates with every IVR, contact center platform, and data repository.

The most important integrations for Order Management are with your CRM and inventory management software, but other integrations help create even better experiences.

Your IT team simply needs to expose APIs to the same data accessed by live agents. The SmartAction CX team will determine the best ways to connect to your data.

Contact Center/Telephony:

  • NICE inContact
  • Genesys
  • Avaya
  • Cisco
  • Mitel
  • Other Legacy Systems

CRM:

  • Salesforce
  • Oracle
  • NetSuite
  • Magento
  • Other Homegrown Systems

eCommerce/Inventory Management:

  • Oracle ATG Web Commerce
  • Ecometry
  • Exigo
  • Magento
  • Other Homegrown Systems

Other Common Integrations:

  • Payment Gateway (i.e. USA ePay, Vantiv, etc.)
  • Shipping/Logistics (i.e. FedEx, UPS, USPS, etc.)

For the most human-centric AI design and implementation, choose SmartAction’s virtual agent solution.

Why Automate Order Management with SmartAction?
PROVEN: Industry-leading conversational AI for omnichannel self-service
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SmartAction started as an AI research company and now has more than a decade in AI development. The core AI technology supports omnichannel self-service across hundreds of use cases. SmartAction customers automate in voice first, where the ROI is the greatest, then scale the same CX to chat and text. SmartAction is the only AI-powered self-service solution for customer service to be named “Gartner Cool Vendor,” the only company recognized by Frost & Sullivan as “The Leader in Self-Service,” and is currently the top-rated and most reviewed Virtual Customer Assistant solution on Gartner Peer Insights.
EASY: Outsource voice & chat automation for a human-centric CX without compromise
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SmartAction delivers its proprietary conversational AI as a service through a team of CX experts rather than DIY software licenses. SmartAction’s CX team works for you day-in and day-out to improve performance until reaching perfection. You only need to assist our CX team with conversation design, data integrations, and unique business rules to set the virtual agent’s “guardrails.” This is how we keep our brand promise of delivering self-service automation without sacrificing an ounce of CX. Learn about implementation.
LOW RISK: Start small in 6-8 weeks and grow over time
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Getting started with SmartAction couldn’t be easier or more affordable, with no large CapEx investment or professional services fees. Rather than rip-and-replace existing telephony investments, SmartAction augments your IVR with conversational AI for a nominal one-time setup fee and simple, pay-as-you-go usage pricing. There are no charges for upgrades or fees for making changes - the full suite of services from SmartAction’s CX team is included in the per-minute usage price. Organizations can start as small as they want to see how well customers interact with the system and realize the immediate ROI.

Learn more about SmartAction’s obsession with LIFE LESS HARD™