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AI Order and Delivery Support Agent Development
Where is my order, answered from records
An agent for the question every shop hears most.
An agent for the question every shop hears most. It checks who is asking, reads the order and the carrier's tracking, explains what the status means, and routes the corrections it is allowed to make, such as an address change before dispatch.
"Where is my order" is most of a shop's support volume, and it is rarely a hard question. The answer is in the order system and the carrier's tracking, but joining them takes a person a few minutes each time. The hard cases hide among the easy ones: the parcel marked delivered that never arrived, the address that has to change before the van leaves.
Parts of this workflow run today in our demonstrations on test data. The order lookup behind an identity check, and the handover when the order system cannot be reached, run today in our customer support demonstration on test data. Carrier tracking, delay explanations and address changes are not built. The rest of what this page describes is a proposal that we build with you.
Six Things That Slow This Down
The same question all day
Staff copy a tracking link by hand for most of the queue.
Status codes nobody explains
"Exception: held at facility" means nothing to the customer.
Details given to the wrong person
Someone with an order number learns a stranger's address.
Too late to change
The address correction reaches the warehouse after dispatch.
Delivered but not received
The carrier says delivered and the customer says otherwise.
Proactive silence
The delay is known for two days before the customer asks.
Six jobs it carries through
Identity check
Confirms who is asking before sharing order details.
- Matches the channel identity to the order
- Asks for a second proof where needed
- Checks each order separately
- Stops after repeated failed proofs
Order and tracking lookup
Reads the order and the carrier's status together.
- Finds the order by reference
- Reads the carrier's latest event
- Gives the expected date the systems hold
- Says when a system cannot be reached
Status in plain words
Explains what the status means.
- Translates carrier codes
- Says what happens next
- Says what the customer needs to do, if anything
- Uses your approved wording for delays
Permitted corrections
Makes the changes you allow, before it is too late.
- Address change before dispatch
- Delivery instructions
- Preferred delivery day where offered
- Refuses changes after your cut-off
Delivery problem intake
Logs a problem for your team to resolve.
- Not received, damaged or incomplete
- Collects what your process needs
- One case per order
- Tells the customer who decides and when
Delay notices
Tells customers about a known delay.
- Detects orders past their expected date
- Sends your approved message
- Only on the channel the customer used
- Stops when the parcel moves again
Walk One Real Case Through It
Thirty minutes, one case from your own process. We map it against the workflow on this page and tell you plainly what can be reused from our demonstrations and what has to be built for your systems.
How One Request Moves Through
An example of one case, in 6 steps. The same steps play in the picture at the top of this page.
Question received
"Where is order AX-10422?" arrives on WhatsApp from the number that placed it.
Identity confirmed
The number matches the order. From another number, the order's email would be asked for.
Systems read
The order shows as dispatched, and the carrier's last event is "held at depot, address query".
Status explained
The customer is told the parcel is waiting for an address detail, and which one.
Correction routed
The missing flat number is passed to the carrier through your process, once.
Follow-up set
The order is watched, and the customer hears when it moves again.
Where It Connects
The systems named here are the kind this agent works with. Which ones it connects to in your case is settled in the scope.
Orders
- Shopify
- WooCommerce
- Magento
- or your order management system
Carriers
- Tracking from the carriers you ship with
Warehouse
- Dispatch status and cut-off times
Ticketing
- Where delivery problems are logged
Channels
- website chat
Policies
- Your delivery promises and approved delay wording
It Reports What the Systems Say and Changes Only What You Allow
Order details are personal, so identity is checked for each order before anything is shared. The status given is the one your order system and the carrier hold. If either cannot be reached, the customer is told that and a person takes over.
The agent can make the small corrections on your list, inside your cut-off. Refunds, reshipments and compensation are logged for a person to decide.
- Identity checked per order
- Status read from your systems
- No invented delivery dates
- Corrections only inside your cut-off
- Claims decided by a person
- A record of every lookup
Asked Before the First Call
The support agent covers any request. This one is specialised for orders in transit: it joins your order system with carrier tracking, explains carrier status codes and handles the corrections that are only possible before dispatch. It is the narrower, deeper version for shops with high delivery volume.
This agent deals with getting the parcel to the customer. The returns agent starts once the customer wants to send something back or be refunded. A "delivered but not received" case begins here and may be passed there.
Whichever you use, provided they offer an interface for tracking and order data. Each connection is built and tested in a test account first. Where a carrier offers no usable tracking data, the agent says so in the conversation and routes to a person.
Some of it. The order lookup behind an identity check, and the handover when the order system cannot be reached, run today in our customer support demonstration on test data. Carrier tracking, delay explanations and address changes are not built. The remaining steps on this page are a proposed workflow. We would build them with you and prove each one on test data before it touches a live system.
Count Your "Where Is My Order" Tickets
Bring last month's. We will show how many could be answered from your systems alone, and which hid a real delivery problem.