Use case · Ecommerce
AI agents for ecommerce that call customers.
Handles where-is-my-order calls, fixes delivery exceptions before they turn into refunds, and calls customers back about carts, restocks and reorders.
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Built around the conversations your buyers actually have.
The plays your team runs every day - handled end to end by an AI voice agent built for your industry.
Explore the platform›Industry fit
Built around the conversations your buyers actually have.
01
Order and delivery
Answers where-is-my-order with the live tracking position, and rebooks a missed delivery on the call rather than over three days of email.
02
Returns and exchanges
Authorizes the return, issues the label, and offers the exchange before the refund, with the full order history in front of it.
03
Cart callbacks
Calls high-value abandoned carts back within the hour, answers the question that stopped the checkout, and completes the order on the call.
04
Restock and reorder
Works the back-in-stock list before the restock sells through, and calls consumables customers at the interval they actually reorder on.
Capabilities
Everything the agent does on the call,
built in.
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Four questions, most of your call volume
Strip out the edge cases and an ecommerce phone line is where is my order, when will it arrive, how do I return this, and what is this charge. They spike with every promotion, they arrive well outside business hours, and peak season multiplies them in a week. The seasonal agents hired in October are still learning the returns policy in December, which is precisely when the queue is longest and the customer is angriest.
Harmony.ai answers those calls against live order, fulfillment and carrier data. Order status with the real tracking position rather than the shipped date. A missed delivery rebooked on the call instead of across three days of email. A return authorized, the label issued, and an exchange offered before a refund is. Damaged goods, chargebacks and repeat failures go to a person with the full order history and the transcript attached, so the customer does not start again from the beginning.
Outbound is where the phone pays for itself
High-value abandoned carts called back within the hour, while the intent is still live and the question that stopped the checkout can still be answered. Back-in-stock calls to the people who asked to be told, before the restock sells through. Replenishment calls on consumables at the interval each customer actually reorders on. Subscription save calls before a cancellation processes. Confirmation calls on high-risk or cash-on-delivery orders, which stop a failed delivery before the parcel ever ships.
Reads your stack, writes back to it
Harmony.ai connects to your storefront, order management, helpdesk, 3PL and carrier data through their APIs, including Shopify. It works from the same order record your agents see, and every call is logged as a ticket with a transcript so nothing about the customer's history is lost between channels.
Frequently asked questions
AI agents for ecommerce handle customer conversations autonomously. Harmony.ai does it by phone: answering order, delivery and returns calls against live data, resolving delivery exceptions, and running outbound calls for abandoned carts, back-in-stock lists and repeat purchases.
Yes. Harmony.ai reads the live order and carrier record on the call, so the customer gets the real tracking position rather than a shipped confirmation. If the parcel is late or a delivery was missed, it rebooks or opens the carrier claim while the customer is still on the line.
Yes. Harmony.ai connects to Shopify and to your order management, helpdesk, 3PL and carrier systems through their APIs. We do not ship a fixed connector catalog, so if part of your stack is custom we build the specific connection rather than asking you to change it.
Yes, inside the policy you set. It authorizes eligible returns, issues the label, and offers an exchange or replacement before a refund where that fits your policy. Damaged items, chargebacks and repeat failures are transferred to a person with the full history attached.
Yes. Harmony.ai can call high-value abandoned carts within the hour, while the intent is still live, answer whatever question stopped the checkout, and complete the order on the call. Calling windows and do-not-call requests are respected on every campaign.
Volume is the reason to use it. Harmony.ai answers a Black Friday spike at the same quality as a quiet Tuesday, with no ramp, no training period and no queue, and hands off to your human team only for the calls that genuinely need one.
Enterprise-grade security
Enterprise-grade AI infrastructure with built-in protection and security, data privacy, governance, permissions, and compliance.
SOC Type 2
We meet SOC 2 requirements to ensure secure and compliant management of data across all our systems.
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ISO 27001
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