Regional support without regional hiring
One agent answers in the customer's language: Valmiki STT detects the spoken language automatically. Pāṇini TTS reads mixed-language text such as Hinglish naturally, in one voice.
Enterprise · Consumer
Order, delivery and returns support in every regional market.
COD confirmation, failed-delivery and order-status calls in the customer's own language, with live order data read from your systems during the call.
250+
Customer languages
~300 ms
End-to-end agent reply time
24/7
Coverage without shifts
Why it works here
Sonex for e-commerce and retail teams
Live order data mid-call
The agent queries your order management system through a tool call during the conversation and answers with the real status, not a canned response.
COD confirmation before dispatch
Buyers can cancel orders they did not mean to place before you pay shipping both ways. A holdout test shows how much RTO it saves for your store.
Use cases
Common first use cases
- →Order and delivery status
- →Return and refund handling
- →Pre-delivery confirmation
- →Abandoned cart recovery
- →Loyalty and reactivation campaigns
Call scripts to start from: COD order confirmation script, failed delivery (NDR) follow-up script, in Hindi, English and regional languages.
How the calls work
How COD confirmation, failed-delivery and order-status calls run
Outbound order calls are short and identical every time, so answers are easy to classify. Inbound calls read the order from your systems.
COD confirmation before dispatch
Within minutes of the order, triggered by the new-order event rather than an end-of-day batch.
- 01The agent names the store, says it is an AI assistant, and reads back the product and the amount payable on delivery.
- 02It asks one question: shall I confirm the order? A yes ships; a no cancels before dispatch, while cancelling still costs nothing.
- 03A vague address gets a request for a landmark. If nobody answers after your set attempts, your rule decides: ship, hold for a day, or cancel.
Written back: confirmed, cancelled, address updated, duplicate order, or no answer.
Failed delivery (NDR) follow-up
Within hours of the courier's non-delivery report.
- 01The agent says the delivery attempt failed and asks why: not at home, address problem, or no longer wanted.
- 02It takes a corrected address, landmark or day and writes it to your courier panel or order system. A refusal gets a reason, so the order closes instead of being attempted again.
Written back: reattempt with new slot or address, refused with reason, or unreachable.
Order status and returns
Inbound, when a customer calls your support number, at any hour.
- 01The agent finds the order by phone number or order ID and reads the live status from your order system.
- 02It starts a return or refund only within your written policy and transfers exceptions and complaints to a person.
Written back: status given, return started, refund query logged, or transferred.
Rules that apply
Rules for e-commerce calls in India
Order calls are service calls, but e-commerce has no protected number series yet, and a call that starts selling falls under different rules.
Opening lines with the AI disclosure are in the disclosure script library. Customer data on these calls is personal data under the DPDP Act, whose main duties start on 13 May 2027.
Keep the call about the order
Service calls about something a customer bought, such as delivery updates, need no explicit consent. Adding an offer, such as a prepaid discount, can make the call promotional, which needs a 140-series number and a consent or DND check, so many sellers send the offer by message instead. The guide to COD confirmation calls covers the script and the evidence.
No number series for e-commerce yet
Banks, insurers and couriers have designated service series. E-commerce does not, so order calls go out on ordinary numbers. Those are not exempt from TRAI's new A2P charge of up to ₹0.05 a minute between operators, and operators' AI systems can flag them as spam (number series guide).
The A2P declaration from 27 November 2026
Every call dialled by software or an AI agent is an A2P (application-to-person) call. Declare A2P calling and your caller number ranges to your telecom operator, or the calls are treated as spam. If a platform dials for you, agree in writing who declares which numbers (TRAI's 2026 rules).
Cart recovery, offers and pressure
Abandoned-cart and reactivation calls sell, so they are promotional. Treat a pressure trick such as false urgency on a call like one on a screen (dark patterns on calls), and take payments by link, never card numbers by voice (PCI DSS).
Before go-live
What stores prepare before going live
Order events and fields
Connect the new-order and NDR events that trigger calls, and the fields the agent reads: name, product, amount, address, pincode and order ID.
A no-answer policy
Decide how many attempts to make and what happens when nobody answers, and apply it to every order, holdout group included.
A holdout test
Hold back 10 to 20% of COD orders at random and compare per 100 orders placed. Telling an RTO of 25% from one of 20% takes about 1,100 orders in each group.
Language, cost and checkout
Test every language with native speakers on a real phone line. Price the calls per order with the cost calculator and current pricing. Validate pincodes and house numbers at checkout: no call fixes a wrong address.
FAQ
Questions stores ask about AI order calls
Rates are on the pricing page, and the cost calculator works out a monthly figure for your call volume.
They cut one kind of loss: orders placed on impulse, twice or by mistake, which the buyer cancels on the call before you pay to ship them. They cannot stop a determined fake order or fix a mistyped address. The vendor RTO reductions we checked had no control group, so measure your own with a holdout test.
Split COD orders at random, for example by the last digit of the order number, call one group and hold back 10 to 20%. Follow every order to delivered and paid, cancelled or returned, and compare per 100 orders placed. RTO on shipped orders alone falls just because cancelled orders leave the count.
It depends on call length and how part-minutes are billed. The confirmation script aims for under 30 seconds, and at that length rounding up to a whole minute doubles the cost, so ask every vendor which increment applies. Sonex's current rates are on the pricing page, and the cost calculator works out a monthly figure.
Yes. Choose the language from the delivery state or the language the buyer used on your site. Valmiki STT detects the spoken language automatically, and Pāṇini TTS reads mixed text such as Hinglish in one voice. Keep the wording the same in every language so answers can be compared.
Yes. The agent looks up the order in your order management system through a tool call during the call and reads the live status. Returns and refunds follow the policy you write into its instructions, and anything outside that policy goes to a person by live transfer.
Compliance
Security and compliance controls
Encrypted in transit and at rest, tenant isolated and fully audit logged.
GDPRCCPAHIPAA-readyDPDPRBACE2E encryptedFull audit trailsMulti-tenant isolation
Other industries
AI voice agents for other industries
Every industry runs on the same stack: see voice agent pricing per minute, hear Pāṇini text to speech in 250+ languages, or browse the full language list.
BFSI
Banking and lending
Collections and servicing in the borrower's own language.
Clinical
Healthcare
Patient conversations that respect language and privacy.
BFSI
Insurance
Renewals, claims and verification at policy-book scale.
Operations
Logistics and mobility
Driver, rider and consignee calls at fleet scale.
Sales
Real estate
Property enquiries called back, qualified and booked for a visit.
Talk to someone who has deployed this before.
A working conversation about your use case, your stack, and what it realistically takes to go live.