Orders surge faster than support capacity. Vera answers product, delivery and return questions in the channels customers already use, completes permitted actions and sends exceptions to the right person with the full context.
Illustrative Vera summary of peak-morning e-commerce contacts in the customer-care channel
VeraDEMO
#customer-care
186 contacts arrived before 09:00. 148 handled, 38 need your team.
72 order-status questions answered
41 returns started
6 damaged or missing parcels routed
Illustrative example · First response in 34 seconds
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Four moments that fill the queue
Queues grow between the order and the answer.
The questions are rarely unusual. The work becomes expensive because product data, order status, return rules and delivery evidence live in different places. Vera keeps the approved context together.
Product question
Answer before the tab closes
Customers ask about a variant, size, compatibility, availability or the difference between two products while the buying decision is still open.
Vera uses only approved product data and stock exposed by connected sources, and says clearly when the information is missing or uncertain.
Your team skips:The repetitive size-and-stock queue
Order status
Tell them where it is without opening four systems
The store, confirmation email and carrier page can show different pieces of the same delivery story.
Vera links the order to the latest confirmed status exposed by the OMS, WMS or carrier and records the result of the contact.
Your team skips:Manual tracking checks
Return or exchange
Turn “I want to return it” into a complete case
A return stalls when the order, item, reason, product condition or preferred replacement is missing.
Vera gathers the required details and starts only the process permitted for that product, market and channel.
Your team skips:The missing-details back-and-forth
Delivery exception
Escalate exceptions with evidence attached
A missing, wrong or damaged item, split shipment or inconsistent status needs evidence before someone can decide what happens next.
Vera organises parcels, statuses, photos and contact history. Refunds outside configured rules, suspected fraud and disputes go to a person.
Your team skips:Rebuilding the case from scratch
Every way a customer reaches you
Five channels.One order history.
Customers move between the store, inbox, phone and pickup point. Vera keeps the order, reason and permitted next step together. The face-to-face moment stays human on purpose.
Phone
An answer before hold music becomes the experience
Vera handles routine questions about orders, delivery, availability and returns, then records the outcome.
Vera answers
Store or app chat
Self-service with the order already in view
The answer and next permitted step stay in one thread, with a clear handover when the case stops being routine.
Vera answers
Email or contact form
A long message becomes a complete case
A free-form description is organised into the order, affected item, reason, evidence and next permitted action.
Vera answers
WhatsApp, Messenger or SMS
Updates in the thread the customer checks
When the channel is connected, Vera continues the context without asking the customer to start again.
Vera answers
Store or pickup point
This moment stays human
Vera can prepare the order history before collection, but the customer at the counter is welcomed by your team.
Always human
Illustrative peak-day comparison
Friday 19:47,and the parcel that stopped moving.
A customer needs a gift on Saturday, but the tracking has not moved since morning. Both teams receive the same message. What changes is how quickly confirmed information reaches the customer.
Illustrative comparison of the same peak-day delivery enquiry handled with Vera and without Vera
One delivery question arrives
The order is in the contact form and the carrier scan is available in a connected source. The customer wants to know whether the promised Saturday delivery is still realistic.
With Vera
First response:34 seconds
Customer contacts:1
Fri 19:47
Order matched
The order number and verified customer details are matched to the available shipment record.
Fri 19:48
Carrier checked
Vera reads the latest confirmed scan exposed by the connected carrier source.
Fri 19:49
Status explained
The customer receives the confirmed status and a notification is prepared under the configured workflow.
Sat 07:12
New scan shared
When the source changes, the configured process sends the update in the same thread.
On your own
First response:61 hours
Customer contacts:3
Mon 09:12
First reply
The weekend queue is opened after the promised delivery day has passed.
Mon 13:40
Details requested again
The customer is asked for the order number already included in the form.
Tue 10:05
Status sent
An agent checks the available sources manually and sends the tracking update.
Order numbers are spoken, not copied
Built for callers whodescribe what wasmissing
Our own speech models can be tuned to product names, variants, order numbers and addresses, including the way customers say them in a hurry.
Example call between an e-commerce customer and Vera about one missing item from a split shipment
Example call
Caller
I am calling about order VL-48271. The box arrived, but the headphones are not inside.
Vera
I can see the order was split into two parcels. The headphones are in parcel two, last scanned at the Poznań hub at 16:42, with tomorrow shown as the current delivery day.
Caller
Can you send me that tracking link? I only received one email.
Vera
I sent the second tracking link to the verified email and recorded this contact. If there is no new scan by tomorrow at 12:00, the configured exception rule will prepare a case for the delivery team.
Shipment matched
Tracking sent
Follow-up rule set
Our own speech models
Moonlight ASR is ours, not licensed. We tune it to product names, variants, order numbers, addresses and the accents your customers use.
Current context, not a static script
Vera answers from order and delivery information exposed by connected tools and says clearly when a detail is missing or uncertain.
Sensitive decisions stay with people
Suspected fraud, chargebacks, payment-data changes, refunds outside configured rules and requests for a person are routed with the context already gathered.
She works with the tools your retail team already runs.
Your store, order systems, service tools and carrier sources remain the source of truth. Vera works only through configured connections and permissions, then records the outcome where your team expects it.
Salesforce
HubSpot
Gmail
Microsoft Teams
Slack
Google Sheets
Google Drive
Notion
Asana
Microsoft Copilot
Zoom
Straight answers
What retail serviceleaders ask first
Five questions teams ask before connecting Vera to e-commerce customer-service workflows.
Can Vera cancel an order, start a return or issue a refund?
Only actions explicitly permitted by the configured workflow can be completed. Everything else is prepared for approval or routed to an authorised person with the collected context.
What happens when tracking is wrong or the delivery date is uncertain?
Vera shares only the status available in an approved source. If the location or date is missing or uncertain, she says so and routes the case instead of inventing an answer.
How are customer, order and payment details protected?
Identity checks, data scope, retention and permissions are defined during rollout. Vera does not receive payment data unless the approved process requires it, and her actions remain traceable.
How do we prepare for Black Friday and seasonal traffic peaks?
Channels, scenarios, handover rules and expected volume are tested before launch. Capacity is agreed for the implementation rather than promised as a universal number.
How does Vera connect to our store, OMS, WMS, CRM and service tools?
It depends on the available interfaces, data scope and permitted actions. We first map the approved sources of truth, system of record and handover rules, then agree the rollout plan.
Same Vera
A different day in every industry.
Telecom
Volume that never stops arriving
Millions of contacts a year, triaged and answered before they reach a queue, with the reason for each one written down.
