Order Modification Agent AI Agent
Automate order edits and cancellations across Web chat, WhatsApp while improving self-serve completion and reducing manual edits.
Example: Order Modification Agent that updates address, swaps items, and handles cancellations within policy.
Customer Support, Order Ops, Returns Ops, CX
Website widget · Order tracking page · WhatsApp deep link · Email · App chat
Secure actions, supervised handoff, and full audit trails.
Built for teams that need speed and control
Outcomes-first jobs your buyers care about
Validate modification window
How: Checks if the order is eligible for changes.
Outcome: Fewer escalations
Update address or item
How: Edits OMS order details with confirmation.
Outcome: Lower support load
Cancel orders
How: Processes cancellations and refund status.
Outcome: Faster refunds
Confirm changes
How: Sends updated order summary.
Outcome: Reduced confusion
Step-by-step flow buyers expect to see
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1
Trigger: modification request
Customer wants changes.
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2
Eligibility
Check processing status.
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3
Data capture
New address or item.
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4
Action
Update OMS.
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5
Exceptions
Already shipped orders.
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6
Wrap-up
Send confirmation.
Real scenarios with clear resolution paths
Customer: Please change address.
Agent: Updated. New address: 12 Park Lane.
Agent: Order is already shipped. I can help with return.
Customer: Swap only one item.
Agent: I will raise a request to ops for manual handling.
Systems connected with secure actions
Systems of record
OMS/WMS, Storefront, CRM, Shipping
Service stack
Zendesk, Freshdesk, Knowledge base
Comms
WhatsApp provider, SMS, Email, Web chat
Action tools
Return labels, Refunds, Exchange, Scheduling, OMS, Courier notes
Enterprise readiness built in
What you will improve
Ticket deflection
Queries resolved without human agents.
AHT
Average handling time per interaction.
RTO/NDR rate
Return-to-origin and non-delivery rate.
Refund TAT
Time from return to refund completion.
Conversion rate
Visitors who place orders.
Repeat purchase
Customers who buy again within 90 days.
CSAT/NPS
Customer satisfaction and loyalty.
Complaint rate
Escalations per 1,000 orders.
Flexible to your policies, tone, and tools
A phased rollout with clear deliverables
Discovery + call listening
- Workflow map and intent list
- SOP alignment and compliance notes
- Success metrics and QA plan
Pilot on 1 channel + 1 workflow
- Agent prompts and guardrails
- Test cases and failover scripts
- Live dashboard with baseline KPIs
Expand intents + integrate systems
- System actions and data sync
- Multi-channel coverage
- Supervisor playbooks
Optimize + scale
- Continuous QA coaching
- A/B tested prompts and flows
- Governance and reporting
Buyer objections, answered
How do you handle exceptions?
The agent routes exceptions to a human with full context, suggested next steps, and a clear disposition.
What happens when the agent is unsure?
It asks clarifying questions, consults the approved knowledge base, or escalates based on confidence thresholds.
Can we restrict what it can say or do?
Yes. Guardrails lock sensitive responses and require approvals for authenticated actions.
How are transcripts stored?
Transcripts and action logs are stored with retention controls and audit access.
How does handoff work with our CRM or ticketing?
The agent writes structured notes, tags, and next steps directly into your system of record.
What languages and accents are supported for voice?
Major Indian and global languages with configurable voice and accent options.
See this agent live on your workflow
See the agent live with your data, policies, and channels.
Deploy an AI-supervised agent for your highest-volume workflow.
We consult, design, build, and manage the agent end-to-end.