30-35% of customer service volume is shipment/order status inquiries. Each inquiry costs $8-12 to handle.
Enable instant order tracking and status updates via voice and SMS
Customers call and get real-time updates on shipments, delivery windows, and returns — no hold queues, no transfers. Voice agents pull live data from your OMS and logistics platforms.
61%reduction in shipment inquiry volume
2 minaverage time to provide tracking info (vs. 8+ min hold)
4.9/5customer satisfaction with proactive tracking updates
$5.20cost per inquiry (vs. $12 agent handle)
.// The Challenge
The challenge
E-commerce and fulfillment centers field thousands of “Where’s my order?” inquiries daily. Customers don’t have tracking info or don’t know where to find it. Support teams search carrier APIs, process refund claims, and handle angry customers. High inquiry volume delays response to legitimate issues. Lack of proactive updates forces customers to call repeatedly. In logistics, order status visibility is poor across multiple carriers and warehouses.
.// The Solution
How assistents solves it
assistents order tracking agent integrates with your fulfillment system, ERP, and carrier APIs (FedEx, UPS, DHL) to provide real-time shipment status. Customers call a toll-free number or text their order number; the agent instantly retrieves tracking info, estimated delivery, and exceptions. For delays, the agent proactively SMS updates and offers help (reroute, hold, refund). Integration with CRM prevents duplicate inquiries.
Voice Agent
Answers phone inquiries, retrieves order and tracking status from multiple systems, handles exceptions
Active
SMS Agent
Sends proactive shipment alerts, delivery windows, exception notices, and proactive resolutions
Active
Workflow Agent
Queries fulfillment and carrier APIs, updates customer record, flags long delays for escalation
Active
.// How It Works
How it works
Customer initiates inquiry
Customer calls or texts order number. Agent immediately retrieves order from fulfillment system.
Fetch shipment status
Agent queries FedEx, UPS, or DHL API for real-time tracking. Combines warehouse and carrier data.
Provide update
Agent shares current status, expected delivery date, and any exceptions. Answers follow-up questions.
Handle exceptions
For delays or exceptions, agent proactively offers solutions: reroute, hold, refund. Escalates if needed.
Send proactive alerts
For all orders, agent sends SMS updates at key milestones (shipped, out for delivery, delivered).
.// Measurable Outcomes
Measurable outcomes
reduction in shipment inquiry volume61%
average time to provide tracking info (vs. 8+ min hold)2 min
customer satisfaction with proactive tracking updates4.9/5
cost per inquiry (vs. $12 agent handle)$5.20
.// Get Started
Ready to see this in action?
Schedule a personalized demo to see how assistents’s AI agents can solve this challenge for your organization.