Retail chain: order and returns agent
One agent across four surfaces, integrated with the order management system, logistics partners and the returns gateway, designed to resolve most order-related contacts without a human.
The typical starting point.
For an omnichannel retailer, order-status and return queries typically make up the majority of inbound support contacts. When online orders grow faster than the chain's ability to onboard seasonal agents, chat wait times climb and customers abandon the returns flow before a label is generated.
Tracking widgets that read a single carrier feed go silent whenever a package transfers between partners, which is exactly when customers want information. Intent-routing bots on top of them handle only simple questions and still need a human to authorize refunds or process exceptions.
Peak season concentrates the problem. Leadership wants to stop relying on overtime and contract agents to survive the busiest weeks, and wants self-service to carry the bulk of routine order contacts.
How Klivo approaches it.
Klivo delivers a unified order agent that owns the contact end to end: live status across every carrier, returns with label generation and refund logic, proactive delay alerts on WhatsApp, and context-preserving handoff to the chain's support team when a human is the right answer.
- Web
- Mobile app
- Kiosk
Klivo Agent
grounded · guardrailed
- Core systems
- RAG corpus
- Audit store
- Escalation
Multi-carrier order truth
Live integration with the order management system and each carrier API. When a package transfers between carriers, the agent stitches the event stream so the customer sees one continuous timeline.
Returns in one session
Eligibility logic checks the order, the product catalog (some items are non-returnable) and the customer's loyalty tier. Labels are generated inline and refund timelines are quoted for the specific payment method.
Proactive delay notifications
When a carrier feed shows a delay beyond threshold, the agent messages the customer on WhatsApp before they get in touch, with any recovery offer pre-authorized by policy.
Peak-resilient routing
Built to scale from steady-state volume to seasonal peaks without degradation. Human queues receive a structured context packet (intent, order ID, customer tier, prior touches) so the first human reply resolves rather than recaps.
What this deployment is designed to achieve.
Customers always know where their order is and can return an item in one conversation. Peak season is handled by the same team without emergency hiring, and support staff focus on the exceptions that genuinely need judgement.
Planning something similar?
We'll walk you through what a comparable deployment would look like in your environment, including scope, a first deployment in 4 to 6 weeks, and target outcomes.