Elena answers the calls that repeat, in 55 seconds.
Creative Cables sells decorative lighting, textile cables and lighting components from Turin - seven stores in Italy, one in Paris, shipping worldwide. Most of what the phone asks has a known answer. Now the known answers arrive instantly, and the team gets the rest.
The situation
Most inbound calls have a known answer
Shipping windows. Return periods. Warranty terms, which differ by country. Customs. Payment methods. Store opening hours. None of these are hard questions - they are the same questions, arriving all day, each one occupying a person who could be handling something that genuinely needs judgement.
Underneath them sits the most repetitive request of all: where is my order. It was entirely human-handled, and it is the single most predictable call a retailer takes. The answer already exists in the order system; it just needed someone, or something, to read it out.
What Elena knows
~50,000 words
One knowledge base behind both agents, so the answer to a returns question is the same at 9am on Monday as it is at 7pm on Friday.
The same questions, all day
Shipping, returns, warranty and payments repeat endlessly. The cost is not difficulty, it is volume against a finite team.
Where is my order was fully manual
The most repetitive inbound reason on the line, answered by a person every single time, from data a machine can read directly.
Consistency is the real requirement
Return windows, customs rules and warranty terms vary by country. They have to be right, and identical, on every call - not approximately right depending on who answered.
What went live
Elena, on the general line
An Italian-native agent handling company, shipping, returns, warranty, payments and store questions from a single knowledge base - so the answer does not depend on who picked up.
Where is my order, with live data
A dedicated order-status agent with a real-time lookup into the order system. The caller gets the actual status of their actual order, with no human in the loop.
Triage that protects the team
Damaged items, address changes and cancellations are recognised as genuine post-sale cases and routed to a person with the context already gathered.
Two agents, live on the Italian customer line.
What a Creative Cables call sounds like
WISMO
Order status, read live from the order system
Hi, I ordered a pendant lamp and some cable last week and I'd like to know where it is.
Of course. I'm Elena from Creative Cables. Can I take the order number?
It's 30294.
Thank you. I can see the order - it left us on Tuesday and the courier has it out for delivery today. I'm sending you the tracking link by text now.
Perfect. And the cable was on the same order?
It was, both items are in the same parcel.
General information
A returns question, answered the same way every time
If I order a lamp and it isn't right for the room, how long do I have to send it back?
You have thirty days from delivery to request a return, and the item needs to be unused and in its original packaging.
I'm ordering from outside Italy - does that change anything?
The window is the same. What changes is the return shipping and any customs charges, which depend on your country. If you tell me where you're ordering from I'll give you the exact terms.
Switzerland.
Then customs applies on the way in and is refunded separately from the order value. I'll text you the full terms so you have them in writing.
Order and policy details here are illustrative. On a live call Elena reads the real order system and the real policy base.
Results · the first month live
The first month
39%
Calls resolved end to end
Closed by the agent with no human involved, blended across both lines, in the first four weeks live.
57%
Of order-status calls automated
The highest-volume, most repetitive query on the line, answered from live order data.
55s
Average handle time
The time it takes the agent to answer and close a call.
Measured over the first four weeks from go-live.
Elena handles our most repetitive calls - order status, shipping, returns - on-brand and instantly. Our team now focuses on the cases that actually need a person.
Want the same for your e-commerce store?
A pilot runs on your real calls and measures what changed against your own baseline. No slideware.
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