Online stores & e-commerce
Order, delivery and return questions – answered consistently, with every call documented.
What Anni handles here
- Routes every inquiry to the right category from the start.
- Records order numbers accurately.
- Explains standard processes clearly and consistently.
Typical calls
- Delivery statusOrder number + verification
- Return/exchangeSteps, deadlines, label
- Product questionSize, material, compatibility
- ComplaintRequest photos, create a ticket
SetupHow to prepare for launch4
- Define status fieldspaid, packed, shipped, delivered
- Verification rulefor changes/status
- Short policy textsReturns, warranty, exchange
- Ticket tagsDelivery/returns/product/complaint
WorkflowsWhat Anni actually does4
Status information with verificationAsks for order number + verification, sends the tracking link.
Returns flowExplains the steps, generates the label/request.
Product adviceA few questions, a clear recommendation – or a handover.
Structured summaryAfter every call, the request is summarized in a compact form.
IntegrationsData sources and systems3
Store systemOrder status, returns
Help deskTickets, tags, SLA
Shipping carrierTracking & events
Integrations with your own systems are available from the Business package.
Measurable impactMetrics that change4
↓Tickets per order
↓Time to first response
↓Return error rateclear labels & rules
↓Phone time per requestthanks to clear questions up front
Privacy & limitsWhat deliberately doesn't happen2
VerificationMinimal verification before status information or address changes.
Payment dataNo card or bank details on the phone.
PitfallsCommon mistakes and how to avoid them2
- Tracking scatteredDefine one status source + clear wording.
- Inconsistent rulesReturns/exchanges/defects as 3 separate policies.
Frequently asked questionsShort, honest answers2
Can Anni take address changes?Yes – with verification and clear rules.
How do you prevent hallucinations on product questions?A clear knowledge source + one rule: if unsure → ask a follow-up question or transfer.
