Illustrative scenario. The company, the people and the conversation are fictional and were built to show how OmniAgent works. This page has no measured customer results.
- Retail
- Store chain with its own e-commerce (fictional)
- Channel
- WhatsApp and web
- What the agent executes
- Check tracking, identify a delay, request a reship or refund, provide the case number
The context
In a store chain's post-sale support, the most common question is where the order is. The answer already exists in the delivery system, but the customer usually opens a ticket and waits for a reply.
When there is a delay, what the store does depends on a policy: wait another period, reship or refund. In this scenario, the chain wants the agent to apply the policy without needing a person for every case.
What slows support down today
- 01
The same question every day
Checking tracking keeps the support team busy with something the system already knows.
- 02
Policy applied unevenly
Each agent decides on a reship or refund their own way when the deadline passes.
- 03
Campaign peaks
Promotional dates multiply tracking requests without growing the team.
The conversation
The customer asks about an order that has not arrived. The agent checks the delivery, confirms the delay and offers the policy options.
Example Store
verified customer
- my order hasn't arrived
- Let me check. I found order 48213, shipped 9 days ago. The carrier shows a delay on the route.
- Under our policy, I can reship the order or refund the amount. Which do you prefer?
- reship
- Reship requested, case number R-30871. You will get the new tracking code as soon as the order ships.
What the agent executes
The agent connects the order, the carrier and the store policy.
- 01
Checks the delivery
The status comes from the order system and the carrier, not from a generic reply.
- 02
Identifies the delay
The policy deadline decides whether the order is late or still within the expected time.
- 03
Offers the options
Reship or refund, depending on what the policy allows for that order.
- 04
Opens the request
The request goes to the store's system and the customer receives the case number.
What stays outside the AI
The policy on delays, reships and refunds belongs to the store and lives in its system. The agent offers only what the policy allows and does not make exceptions on its own.
Cases outside the policy, such as a high-value order or a history of disputes, are transferred to a person with a summary of what was already handled.
How to start
- 01
Start with tracking
It is the most frequent request and the one that takes the most pressure off support during campaigns.
- 02
Declare and simulate
The team describes the delay policy and tests the scenarios before publishing.
- 03
Pilot with a controlled group
A controlled group of customers uses the agent before the next promotional date.