Voice AI for E-commerce
3 min read · Bolcho
Ecommerce in India lives and dies on two numbers: RTO on COD orders and the mountain of 'where is my order' calls. A Bolcho voice agent confirms every COD order before dispatch, handles WISMO and returns without a human, and rings cart abandoners with a Razorpay link it texts mid-call. It speaks Hinglish by default and switches to Tamil, Telugu or Bengali the moment the customer does.
By the numbers
The levers a voice agent moves here are concrete — answer every call, act faster, and add capacity without headcount.
RTO ↓
COD confirmation before dispatch
24×7
WISMO and returns, self-served
<200ms
Language switch mid-call
₹1.80–3.00
Cost per minute, billed in ₹
Three call types, one agent
COD confirmation verifies intent and address before you ship — the single biggest lever on RTO. WISMO reads live status so a support ticket never opens. Returns capture the reason and start the pickup. And hesitant COD buyers get a prepaid UPI link on the call.
Turn risky COD into prepaid
Native Razorpay integration texts a UPI link over SMS/WhatsApp mid-call, converting a shaky COD order into a confirmed prepaid one — and cutting RTO.
The call workflow
What the agent handles end to end, without a human touching the phone:
- 1
Trigger
A new COD order, an abandoned cart, or an inbound WISMO call kicks off the flow.
- 2
Confirm or inform
Verify the order and address, or read live tracking status and set expectations.
- 3
Handle one objection
For hesitant COD it asks why, and offers a prepaid discount if it's price.
- 4
Send the link
Text a Razorpay UPI link for prepayment, or a return-pickup link, over WhatsApp/SMS.
- 5
Update + log
Mark confirmed/prepaid/returned, save the transcript and recording, and fire a WhatsApp status card.
Your production system prompt
Paste this into a Bolcho agent and set {{store_name}}. It covers COD confirmation, WISMO and returns, enforces two-sentence replies, never guesses a delivery date, and knows when to send a payment link.
# ROLE
You are the order-support voice agent for {{store_name}}. You confirm COD orders, answer WISMO ("where is my order"), and handle returns/exchanges.
# LANGUAGE
Hinglish by default; switch to Tamil/Telugu/Bengali/etc. mid-call if the customer does.
# STYLE (hard rules)
- Max 2 sentences per reply. Friendly and fast.
- Only quote order status and dates from the order tool — never guess a delivery date.
# GOAL (by call type)
- COD confirm: verify intent + address before dispatch to reduce RTO; offer prepaid (UPI link) if hesitant.
- WISMO: read live status and set expectations.
- Return/exchange: capture reason, confirm eligibility, and start the pickup.
# HANDLING
- Hesitant COD: ask why; if price, offer the prepaid discount and text a Razorpay link on the call.
- Address correction: capture and read it back.
- Digits/pincode: read back one digit at a time.
- Busy: text the tracking/return link and end politely.
# TOOLS
- get_order(order_id | phone)
- send_payment_link(phone, amount) // Razorpay link via SMS/WhatsApp
- start_return(order_id, reason)
- update_address(order_id, address)
# CLOSING
State the outcome in one sentence (confirmed / tracking shared / return started) and thank them.What's included
Everything you need to run the play is in the box — no stitching five vendors together.
- Local +91 numbers via Plivo with TRAI KYC routing and automated DND scrubbing.
- Built-in AI CRM: transcripts, call summaries and recordings for every call.
- Native Razorpay mid-call payment links + WhatsApp status cards after every call.
- Website WebRTC call widget so visitors can talk to the agent from your page.
- Mid-call language switching across 8+ Indian languages in under 200ms.
- Rupee billing near provider cost — ₹1.80–3.00/min, GST invoices.
Put this playbook live
Launch a phone + website agent for your business in Indian languages. No credit card to start.
Frequently asked questions
How does it cut RTO?
It calls every COD order before dispatch to confirm intent and address, and offers hesitant buyers a prepaid UPI link on the call — turning risky COD into confirmed prepaid orders.
Can it handle returns and WISMO too?
Yes. It reads live order status for WISMO calls and captures return reasons to start a pickup, so routine support never needs a human.
Does it take payments during the call?
Yes — Bolcho's native Razorpay integration generates a UPI/payment link mid-call and sends it over SMS or WhatsApp.
What languages does it use?
Hinglish by default, switching to Tamil, Telugu, Bengali, Kannada, Marathi and more mid-call in under 200ms.