The current retail and e-commerce landscape is seeing higher customer expectations than ever. Customers expect fast responses, personalized engagement, and improved support experiences at every point of interaction, whether browsing products, making a purchase, or receiving post-purchase support. An AI Voice Agent for Retail and E-Commerce is a solution that can address these needs by facilitating real-time, intuitive, and responsive voice interactions without increasing the support team's workload.
By leveraging the most advanced developments in speech recognition and conversational AI, voice assistants can support a range of retail use cases, from checking order status and receiving payment notifications to accessing product details and scheduling appointments. By being launched on scalable voice bot platforms such as Squadstack.ai, these AI-powered solutions can be easily integrated with existing systems and data sources, allowing businesses to automate high-volume interactions while also offering a human-like experience. The AI voice assistant is becoming a crucial part of customer engagement strategies in the retail industry.
What Is an AI Voice Agent for Retail and E-commerce?
AI Voice Agent for Retail and E-commerce guides customers through product selection by asking about preferences, needs, and budget. They can recommend products based on conversation history and make personalized suggestions, similar to an in-store associate.
An AI Voice Agent is a conversational interface that enables customers to interact with a company via voice. Customers do not have to go through the IVR menu or wait for a human customer service representative to respond to their queries. They can simply talk and receive instant answers to their questions.
An AI voice agent for retail and e-commerce companies is primarily used to handle high-volume, repetitive inquiries, such as order status, shipping information, return requests, payment reminders, and basic product information.
By efficiently handling such queries, businesses can provide faster customer service while also allowing their human customer service teams to handle more complex and sensitive customer inquiries. With the increasing demand for speed and convenience, AI voice agents are becoming a viable solution for scaling voice support.
How AI Voice Agents Work for Retail and E-Commerce?
Retailers see reduced operational costs since AI voice agents handle routine inquiries at scale, improved customer satisfaction through instant responses, and valuable data collection on customer preferences and pain points
An AI Voice Agent works by combining speech recognition, language understanding, and automated response systems into a single, seamless flow. When a customer speaks, the voice agent first converts the spoken input into text. This text is then analysed to understand the customer’s intent—such as checking an order, confirming a payment, or asking about a product.
Once the intent is identified, the AI voice agent connects to backend systems such as order management platforms, CRMs, or support tools to retrieve the required information. It then generates a response and delivers it back to the customer in natural-sounding speech. This entire process happens in real time, allowing conversations to continue smoothly without noticeable delays. Over time, the system learns from past interactions, enabling the AI voice agent to handle a wider range of retail and e-commerce scenarios with greater accuracy and confidence.
Why AI Voice Agents Are Essential: AI Voice Agent vs Traditional IVR For E-commerce
If you’ve ever called an e-commerce helpline and found yourself stuck pressing “1”, “2”, and “3” on repeat—only to disconnect out of frustration—you already understand why traditional IVRs no longer work.
E-commerce today is fast, conversational, and customer-led. Shoppers expect the same ease when calling a brand as when browsing a website or chatting on WhatsApp. This is exactly where an AI Voice Agent for Retail and E-commerce becomes essential—not optional.
The Problem With Traditional IVR in E-commerce
Traditional IVR systems were built for a different era. They follow rigid, menu-based logic that assumes customer issues are predictable. In reality, e-commerce queries are anything but.
Customers call with:
- “Where is my order?”
- “I want to change my delivery address.”
- “The size doesn’t fit—how do I return this?”
- “I was charged twice.”
An IVR forces them to translate these natural questions into numbered options. This leads to:
- Longer call times
- Higher call abandonment
- Repeated transfers to agents
- Frustrated customers who hang up before resolution
For retail brands handling thousands of calls a day, this friction directly affects CSAT, repeat purchases, and brand trust.
AI Voice Agent vs Traditional IVR for E-commerce
Key Use Cases of AI Voice Agents in Retail and E-commerce
AI Voice Agents are improving how retail and e-commerce brands engage with customers throughout the purchase process. From pre-purchase product queries to post-purchase support, these agents help resolve issues faster and more conversationally. An AI Voice Agent for Retail and E-commerce can help brands handle a high volume of calls without compromising the customer experience, especially during peak sales seasons. The AI Voice Agent can also help businesses cut support costs while increasing customer satisfaction.
Order Tracking and Delivery Updates
Order-related queries make up the largest share of inbound calls for e-commerce brands. Customers want quick answers—without waiting on hold or navigating long menus.
An AI Voice Agent for Retail and E-commerce can instantly:
- Fetch real-time order status
- Share expected delivery dates
- Notify customers about delays or reschedules
- Confirm successful deliveries
Rather than transferring customers to apps or emails, the AI Voice Agent resolves their inquiries within the same conversation. This not only decreases the number of calls for human customer service representatives but also boosts customer confidence and trust.
Product Information and Availability
Consumers usually request confirmation of product information before making a purchase, especially for high-priced or technical products.
AI Voice Agents can:
- Answer questions about product features and specifications
- Confirm size, color, or variant availability
- Share pricing, discounts, and ongoing offers
- Help customers find the correct product based on their requirements
This implies fewer lost sales and better-informed customers for retail businesses without adding more human agents.
Returns, Refunds, and Exchange Requests
Returns and refunds are inevitable in e-commerce, and they have traditionally been time-consuming for support teams.
With an AI Voice Agent for Retail and E-commerce, customers can:
- Initiate return or exchange requests via voice
- Understand refund timelines and policies
- Get pickup or drop-off instructions
- Track refund status without follow-ups
By automating these repetitive interactions, businesses reduce resolution time while keeping customers informed and reassured during post-purchase moments.
Payment and Invoice-Related Queries
Payment-related concerns are sensitive and require clarity and accuracy. Customers frequently call about:
- Failed transactions
- Double charges
- Invoice requests
- Payment confirmations
An AI Voice Agent can securely:
- Confirm payment status
- Explain failed or pending transactions
- Share invoice details or resend receipts
- Escalate only critical cases to human agents
This ensures faster resolutions while maintaining customer trust during crucial financial interactions.
Cart Abandonment and Sales Assistance
Not all AI voice interactions are inbound. One of the most valuable use cases is outbound sales assistance.
An AI Voice Agent for Retail and E-commerce can:
- Call customers who abandoned carts
- Ask if they need help completing the purchase
- Address common objections like pricing or delivery concerns
- Share limited-time offers or discounts
These conversational nudges feel personal, not pushy—and often recover revenue that would otherwise be lost.
Store Locator and Business Hours Support
For omnichannel retail brands, customers frequently call to ask:
- Nearest store location
- Store timings
- Availability of in-store pickup
- Holiday or special-hour updates
AI Voice Agents can instantly deliver accurate location information without routing calls to store staff. This improves both customer experience and in-store efficiency.
How SquadStack’s AI Voice Agent Transforms Retail and E-Commerce Support
The support teams in retail and e-commerce are always under pressure, facing high call volumes, seasonal fluctuations, linguistic diversity, and customers who demand immediate responses. The AI Voice Agent developed by SquadStack is built keeping these factors in mind. Rather than being a typical voice bot, this product integrates extremely human-like AI conversations with enterprise-level workflows and quality assurance. This enables the support system to handle conversations with millions of customers while remaining personal, trustworthy, and results-oriented. This enables retail businesses to cut support costs without compromising the customer experience.
Proven at Massive Scale, SquadStack’s AI systems are trained and optimized on real-world operational data—not on simulated datasets enabling consistent performance across industries such as BFSI, brokerage, and consumer services.
- 1M+ daily customer interactions handled
- 5M+ hours of outcome-tagged conversations analyzed
- 50+ enterprise customers served
- Languages supported: Hindi, English, Tamil, Telugu, Kannada, Marathi
This scale ensures the AI continuously learns from real customer intent, improving resolution quality, personalization, and business outcomes.
Industry-Leading Voice Performance
Customer experience starts with natural, responsive conversations. SquadStack’s voice AI is engineered for real-time engagement with benchmarked audio quality and latency.
- ≤ 0.8s median voice latency
- 4.23 MOS voice quality score
- High conversational fluidity across multilingual interactions
This enables interactions that feel human-like, reducing drop-offs and improving trust during critical conversations.
Revenue-Focused Engagement Outcomes
Unlike traditional support systems focused only on resolution, SquadStack’s AI Agents are optimized to drive measurable revenue impact.
- 90%+ lead connectivity in outbound funnels
- 40% higher conversion rates
- ₹500 Cr+ monthly loan disbursals supported
- 50K+ brokerage accounts opened monthly
By combining intent detection, contextual handling, and workflow orchestration, the AI converts interactions into business value.
Cost Efficiency and Customer Acquisition Impact
Operational efficiency is a key differentiator. SquadStack’s AI-driven automation reduces acquisition costs while maintaining performance quality.
- 2–3× lower customer acquisition cost (CAC)
- Up to 70% reduction in operational costs
This allows enterprises to scale engagement without scaling headcount.
Built for Enterprise-Grade Support Transformation
SquadStack’s AI Agent isn’t just automation; it’s a future-ready customer engagement infrastructure that blends AI and human agents into a single workflow.
Built for High-Volume Retail and E-commerce Conversations
Retail and e-commerce businesses don’t deal with hundreds of calls—they deal with tens of thousands every day. SquadStack’s AI Voice Agent is built to operate at this scale from day one, handling hundreds of thousands of daily interactions without performance drops or increased wait times.
What sets it apart is that scale doesn’t come at the cost of quality. The AI is trained on hundreds of millions of real customer conversations, not synthetic scripts or demo datasets. This makes it far better at handling real-world scenarios such as delivery delays, failed payments, partial returns, and multi-intent customer queries. During peak sales events or festive seasons, the system automatically scales to ensure customers always receive immediate responses, even when human teams are stretched thin.
Human-Like Voice AI Backed by Quality Assurance
One of the biggest challenges with voice automation in retail is trust. Customers quickly disengage if conversations sound robotic or scripted. SquadStack addresses this with a humanoid AI Voice Agent that is optimized for natural pacing, interruptions, tone shifts, and multilingual conversations, including Indian accents and code-switching.
However, realism alone isn’t enough. Every interaction is backed by dual-layer quality assurance, combining AI-driven call analysis with human QA reviews. This ensures conversations stay compliant, accurate, and aligned with brand guidelines. Instead of static scripts, SquadStack continuously improves conversations using real call data—updating responses, FAQs, and flows based on what actually works. For retail brands, this means consistent support quality across millions of calls, not just a handful of sampled interactions.
Seamless Integration with Retail Tech Stack
Customer support cannot operate in isolation. SquadStack’s AI Voice Agent integrates deeply with the retail tech stack, including CRMs, order management systems, payment gateways, logistics platforms, and ticketing tools.
This allows the AI to access real-time context during calls, such as order status, delivery history, payment confirmations, or past interactions. It can also update CRM notes, tag outcomes, trigger follow-ups, or escalate calls to human agents with full context passed along. For retail and e-commerce teams, this eliminates manual work, reduces errors, and ensures customers never have to repeat themselves—creating a smoother, more connected support experience.
SquadStack AI Voice Agent Use Cases for Retail and E-commerce
There are thousands of customer interactions daily in retail and e-commerce, most of which are repetitive, time-bound, and directly related to revenue or building customer trust. The AI Voice Agent from SquadStack is designed to handle such interactions at scale and combines conversational capabilities with deep workflow integration and quality checks. It is not a generic voice bot; it is trained on real customer conversations and performs well even during peak times, festive seasons, or disruptions.
Automated Order Tracking and Delivery Calls
Order tracking and delivery-related inquiries account for a major share of incoming calls in the retail sector, particularly during peak sales seasons. SquadStack’s AI Voice Agent automates such calls by fetching real-time information from order and logistics management systems and answering customer inquiries instantly.
The AI system can proactively call customers to provide delivery updates, confirm shipment status, or notify them of delays, thereby reducing the support team's workload from incoming calls. Since the agent is trained on actual delivery and non-delivery scenarios, it can respond to follow-up questions naturally and escalate only when necessary.
Returns, Refunds, and Exchange Management
Returns and refunds are complex and emotionally charged points of interaction in the e-commerce space. The AI Voice Agent from SquadStack can go a long way toward simplifying this experience by guiding the customer through returns, pickups, refund schedules, and exchanges in one go.
Rather than having the customer navigate through rigid IVR menus, the AI responds dynamically to the customer’s inputs, communicates policies clearly, and updates the system in real time. If necessary, it can also transfer the call to a human agent with the entire context already captured. This reduces handling time and ensures the customer is satisfied rather than irritated, which is essential for building brand loyalty.
Payment Follow-Ups and Failed Transaction Support
Payment failures, pending transactions, and invoice-related queries often lead to repeated calls and delayed conversions. SquadStack’s AI Voice Agent handles these scenarios through both inbound support and outbound follow-ups.
The agent can verify payment status, provide reasons for payment failures, resend invoices, or encourage customers to retry payments through other channels. For pending or abandoned payments, it can re-engage customers at the best possible times to minimize revenue leakage. Since compliance-ready workflows and quality checks power these conversations, brands can resolve payment issues efficiently without risking inconsistent messages.
Sales Assistance and Lead Qualification Calls
In addition to support, the AI Voice Agent from SquadStack directly contributes to revenue for retail and e-commerce businesses. The AI Voice Agent is commonly used for sales support, abandoned cart recovery, and lead qualification, particularly when call volume is too high for human staff to handle.
The AI Voice Agent interacts with leads in context-aware conversations, qualifies their intent, responds to product-related queries, and instantly directs high-intent leads to human representatives. The AI Voice Agent is trained on millions of sales conversations and adjusts the tone, language, and rhythm of the conversation based on customer responses, thereby improving connection and conversion rates.
Success Stories by SquadStack for Retail and E-commerce Use Cases
Retail and e-commerce brands operate in high-pressure environments where customer experience, speed, and scale directly impact revenue. SquadStack’s success across this space comes from deploying an AI Voice Agent for Retail & E-commerce that is trained on real conversations, deeply integrated with business systems, and backed by rigorous quality control. The following examples highlight how leading brands have used SquadStack to solve real operational challenges while improving efficiency and customer satisfaction.
Scaling Seller and Customer Operations for E-commerce Platforms
For rapidly scaling e-commerce and logistics platforms, onboarding sellers and handling post-order interactions can be a never-ending task. Shiprocket, a leading logistics company in India, used SquadStack's onboarding to automate the onboarding process for sellers and recharge calls with an AI Voice Agent. The use of AI in the outreach process resulted in a substantial improvement in engagement accuracy and a massive increase in outreach volume without any additional operational burden.
Example: Shiprocket
Shiprocket, a leading e-commerce logistics and enablement platform, faced the challenge of onboarding and engaging sellers at scale. SquadStack deployed its AI Voice Agent to automate seller outreach, onboarding conversations, and recharge-related follow-ups.
The AI-led calling engine helped Shiprocket increase outreach volume multiple times over while significantly improving seller identification accuracy. By handling repetitive qualification and follow-up calls, SquadStack enabled Shiprocket’s teams to scale operations rapidly without adding manual effort—proving how an AI Voice Agent for Retail & E-commerce can support high-growth marketplace ecosystems.
Faster Customer Support Resolution at Lower Cost
Customer support in e-commerce often involves high volumes of repetitive queries, especially around deliveries, refunds, and service issues. STAGE, a content and commerce platform with a large Tier 2 and Tier 3 user base, implemented SquadStack’s AI Voice Agent to manage support calls in local languages. The outcome was a significant reduction in the average resolution time and a substantial decrease in support costs. More importantly, a large percentage of support queries were handled by the AI itself, demonstrating that automated voice support can be reliable and fast when properly designed.
Example: STAGE
STAGE, a regional content and commerce platform with a large Tier 2 and Tier 3 customer base, needed to manage high volumes of customer support calls across multiple local languages. SquadStack’s AI Voice Agent was deployed to handle common support queries end-to-end.
The result was a substantial reduction in average resolution time and a significant drop in overall support costs. A large share of customer issues were resolved without escalation, demonstrating that a well-trained AI Voice Agent can deliver fast, reliable support while maintaining a human-like experience—especially critical for retail and commerce platforms operating beyond metro markets.
Improving Delivery and Operations Communication in Logistics-Heavy Retail
For logistics-first retail brands, delivery failures, non-delivery reports (NDRs), and rider coordination generate enormous call volumes. Delhivery partnered with SquadStack to automate inbound and outbound voice workflows for operations and customer communication. Using an AI Voice Agent for Retail & E-commerce, Delhivery reduced hiring and operational costs while improving turnaround times for critical workflows. The AI handled routine coordination and follow-ups, enabling faster issue resolution at scale.
Example: Delhivery
For logistics-heavy retail operations, delivery-related calls and non-delivery reports (NDRs) create massive operational overhead. Delhivery partnered with SquadStack to automate voice workflows related to rider coordination, customer follow-ups, and delivery issue resolution.
Using SquadStack’s AI Voice Agent, Delhivery reduced operational costs and improved turnaround times for critical workflows. The AI handled routine outbound and inbound calls efficiently, allowing human teams to focus on exceptions and complex cases. This showcased how an AI Voice Agent for Retail & E-commerce can streamline last-mile communication at scale.
Driving Revenue and Retention for Consumer Retail Brands
Eureka Forbes, a popular consumer retail brand, used SquadStack's AI Voice Agent to increase conversion rates for AMC renewals and enhance customer engagement. The brand achieved a significant boost in conversion rates with AI-driven calling and follow-ups, while also maintaining high connectivity. The AI’s capability to engage customers regularly and at the correct time helped minimize drop-offs and generate additional revenue without relying on human resources.
Example: Eureka Forbes
Eureka Forbes, a well-known consumer retail brand, used SquadStack to improve customer engagement and conversions for AMC renewals and post-sale interactions. SquadStack’s AI Voice Agent managed large-scale outreach with structured follow-ups, ensuring customers were contacted at the right time with consistent messaging.
This approach led to a noticeable increase in conversions while maintaining high connectivity. By automating repetitive renewal and engagement calls, Eureka Forbes unlocked incremental revenue without expanding its support or sales teams, demonstrating the impact of AI-led voice workflows in retail.
Capturing Customer Feedback at Scale Without Compromising Quality
Retail brands often struggle to collect actionable customer feedback at scale due to low response rates and high costs. RedBus used SquadStack’s AI Voice Agent to conduct large-scale feedback and survey calls at a significantly lower cost than traditional methods. Despite the scale, the brand achieved strong connectivity and response rates, demonstrating that voice AI can deliver meaningful insights without sacrificing data quality or customer experience.
Example: redBus
Collecting customer feedback at scale is challenging for consumer-facing platforms due to low response rates and high costs. RedBus partnered with SquadStack to run large-scale feedback and survey calls using its AI Voice Agent.
Despite operating at scale, redBus achieved strong connectivity and response rates while significantly reducing survey costs. The AI-driven approach enabled redBus to gather timely, actionable insights without burdening the internal team, showing how voice AI can support experience measurement for retail and commerce brands.
Conclusion: Future of AI Voice Agents in Retail and E-commerce
The key to the future of retail and e-commerce support is faster and smarter conversations at scale. With rising customer expectations, brands will require systems that correspond instantly, understand context, and deliver under pressure. This is why an AI Voice Agent for Retail & E-commerce is an essential component of contemporary customer operations.
Looking forward, AI Voice Agents will do much more than answer common questions. They will actively assist customers, help with purchase decisions, drive lost revenue recovery, and extract insights from every conversation. Instead of competing with human teams, they will complement them—handling volume and consistency while humans handle complex and high-value conversations.
For retail businesses, voice AI is no longer about innovation. It’s about scaling experience-driven operations without sacrificing customer trust.
