In a crowded e-commerce landscape, abandoned carts and delayed deliveries can quickly erode customer trust. This leading D2C brand partnered with AI Workfllow to deploy AI Voice Agents that proactively engage shoppers, resolve issues before complaints arise, and drive repeat purchases.
Problem Statement & Industry Context:
The e-commerce boom brought new operational pressures:
Cart abandonment rates hovering above 60%
Delivery delays due to complex fulfillment networks
Negative reviews from unmet expectations
Business Challenges:
Customer support teams were reactive, responding only after complaints.
Manual follow-ups were slow and inconsistent.
Loyalty programs suffered when buyers felt ignored.
Real-time engagement during critical post-purchase moments
Intelligent triage of abandoned carts
Feedback loops to improve operations
Current Limitations:
High churn rates due to delivery issues
Lost revenue from unconverted carts
Limited visibility into customer sentiment
The leadership team saw an opportunity to automate personal touchpoints, combining intelligent voice outreach with timely incentives.
AI Workfllow delivered an Agentic AI Voice infrastructure system that proactively connects with customers to:
Recover lost sales
Reassure during delays
Collect valuable feedback
Key Solution Points
Abandoned Cart Recovery
AI agents call customers within 30 minutes of cart abandonment, offering personalized assistance or incentives.
Delivery Update Calls
Automatic voice notifications for delayed shipments, with options to connect to live support.
Feedback Collection
Post-delivery calls gathering ratings and suggestions in the customer’s own voice.
Real-Time CRM Updates
All interactions logged instantly for marketing and fulfillment teams.
AI/Technology Definition
Conversational AI trained on purchase journeys and customer sentiment models.
Company Capabilities:
Multilingual voice support
Dynamic incentive offers based on customer history
Full compliance with privacy regulations
Data Analysis Approach:
Behavioral patterns from thousands of transactions analyzed to optimize outreach timing and scripts.
Tech Stack and Solution
AI/Technology Definition:
Agentic AI voice workflows built on NLP models trained with real debt collection scripts and tone datasets.
Company Capabilities:
High-accuracy speech recognition
Persona voice training
Compliance integration due to regulatory requirement
Data Analysis Approach:
Behavioral data from historical calls fed into training sets to simulate negotiation tactics.
When you reach out before customers even think of complaining, you turn friction into loyalty. That’s the magic of proactive AI
- Dhruv Dholakia, Founder at AI Workfllow
The AI Voice Agent rollout produced measurable wins in the first 60 days.
- Higher Repeat Purchases: Customers appreciated the personal touch and transparency.
- Rich Customer Insights: Voice feedback fed directly into product and logistics improvements.
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