"Where's my order?"
Orders and shipping
Finds the order from the caller's number or the order number, then reads back the status and tracking.
looks up the order
In a pilot with a Turkish electronics retailer
AI voice agent for online stores
Answers the phone,
finds the order,
gets it done.
Zitena picks up calls on your store's own number. It finds the order, reads the shipping status, changes the address, starts the return and hands off to the right person when it should. On outbound calls it follows up on carts, asks about satisfaction and calls back exactly when it promised.
- Keep your number
- Every call transcribed live
- Hands off to a human when needed
Inbound callStore line · +44 7••• ••• 318
Sample call transcript
- Customer: Hi, I ordered headphones last week and I'd like to know where they are.
- Agent: Of course. Is it the order placed from the number you're calling on?
- Customer: Yes, that one.
- order found by caller number · #104211 · shipped
- Agent: It shipped on Tuesday and the carrier shows it out for delivery today. Anything else I can help with?
- Customer: Actually, can I return the cable that came with it? It's the wrong one.
- return policy · within 14 days · eligible
- Agent: Yes, it's within your return window. I'll open a return request and the team will send you the details.
- Customer: Perfect, thanks.
- Return request created (#104211 · sent to the team · 0:37)
Illustrative re-creation. Numbers are masked in the console by default.
Listen
Hear an order call from start to finish.
The customer mixes up the order number, interrupts, and gives the address in pieces. The agent waits, listens, reads the address back and confirms it before anything is changed.
- Natural barge-inWhen the customer cuts in, the agent stops and listens.
- Waits for unfinished sentencesIt doesn't cut off someone who says "uh, one sec…".
- A ready phrase libraryAcknowledgements and fillers are generated in advance in the agent's own voice and quality-checked.
- Reads addresses and numbers naturallyOrder numbers, tracking codes and addresses are repeated so they are easy to follow.
Sample call — voiced re-creation
Not a real customer call: a voiced re-creation of a scenario that mirrors the live product flow. The live agent speaks Turkish; we tailor it to other languages on request.
Agent Hi, thanks for calling Erusoft, this is Deniz. How can I help?
Customer Hi, yeah. I ordered some headphones last week, and I'm just wondering where they are.
Agent Sure, I can check that. What's your order number?
Customer Uh, it's one oh four two two... sorry, no. One oh four two one one.
Agent One, zero, four, two, one, one. One moment, let me check.
Agent Okay, found it. Your order is being packed, and it hasn't shipped yet. It's due to go out tomorrow morning, and once it does, you'll get a text with the tracking—
Customer Oh, sorry, that's actually why I'm calling. If it hasn't shipped, can I change the delivery address?
Agent Yes, since it hasn't shipped, we can still change it. What's the new address?
Customer It's Flat 3, 14 Kestrel Road, Hackney, London, E8 4QX.
Agent Thanks. So that's Flat 3, 14 Kestrel Road,
Customer Mm-hm.
Agent Hackney, London, E8 4QX. Is that right?
Customer Yep, that's it.
Agent Great. I've created the address change request, so your order will go to the new address. Would you like a text confirmation to the number on your account?
Customer Yes, please.
Agent Done, that's sent. Is there anything else I can help with?
Customer No, that's everything. Thanks a lot.
Agent You're welcome. Have a great day.
Both directions
It answers inbound calls and makes outbound calls with a purpose.
SIP · your own number
Inbound calls
Answers every call to your store number. Finds the order from the caller's number or the order number they say, and finishes the job on that call.
- Order and shipping status
- Address changes and returns
- Product, stock and price questions
- Handoff to a human by topic and hours
Consent · hours · repeat guard
Outbound calls
Whoever starts the call writes its subject, and the agent says why it's calling in the first sentence. Consent, hours and repeat checks run before dialing.
- Cart recovery with single-use coupons
- Satisfaction and complaint follow-up
- Return and order follow-up, tech support
- Scheduled callbacks with the earlier call's context
On real calls
It does the work, not just the talking.
The agent is connected to your store data and to real actions. A typical week of calls, and what it actually does on each:
"Can I change the address?"
Address changes
Checks whether it has shipped, collects the new address step by step, reads it back and confirms.
opens a change request
"I want to return this."
Returns and exchanges
Checks eligibility against your policy, explains the process and creates a request your team sees immediately.
files a return request
"Is this in stock?"
Product questions
Answers price, stock and specs from your catalog and knowledge base, and can suggest an alternative.
searches your catalog
"Can I talk to someone?"
Human handoff
Transfers to the right person by topic and working hours. If nobody answers, it books a callback instead of dropping the call.
transfers or books a callback
"Call me tomorrow afternoon."
Callbacks
Understands times the way people say them and schedules the callback within your calling hours.
books the callback
Integrations
Your store, your phone line, your SMS provider.
Bring your own SIP trunk and number; store data arrives through a connector, a feed or the Data API.
- Shopify
- Vonage
Setup
Setup that follows your store platform.
Each platform has a step-by-step setup path. We always do the first setup together with you.
Console
See every call the way your best team lead would.
Live transcripts, the tools the agent used, response times, what customers call about, and how much of it was solved without a human.
Every turn, every tool, every second
Each turn of the conversation shows its response time, along with the tools the agent called and the request it opened.
- Response time per turn
- Tool calls and results
- Recording and waveform
The day at a glance
Today's calls, completion, response times and open requests, with a voice-message waveform for each recent call.
What do customers call about?
Every call is tagged by topic when it ends, with period trends, the share solved by the assistant and a manual correction loop.
Abandoned carts, recovered revenue
Abandoned carts, the recovery calls made for them and the revenue that came back, on one page.
Work that lands on your team
Address changes, returns, callbacks: the requests the agent opened land in your team's inbox with their status.
Publish, test, roll back
Every assistant setting is versioned. Test a new version from the browser or with a call to your own phone, then publish.
The difference
Where it differs from generic voice bots.
| Topic | Generic voice bots | Zitena |
|---|---|---|
| Takes store actions | Mostly answers FAQs and leaves the real work to your team. | Finds the order, reads tracking, opens address-change and return requests, books callbacks. |
| E-commerce native | General purpose; you have to describe orders, shipping and carts yourself. | Orders, tracking, carts, return policy and catalog are modelled from day one, with setup per platform. |
| Purpose-driven outbound with consent | Upload a list and dial. Checks are often left to you. | CSV list campaigns are supported, but every row is still called with a purpose and a subject; İYS consent, calling hours, the do-not-call list, quotas and the repeat guard are checked before dialing, for campaigns too. |
| Live console | A recording and an after-call summary. | Live transcript, response time on every turn, the tools the agent used and the requests it opened. |
| Topic analytics | Manual tagging or a generic sentiment score. | Every call is tagged by topic automatically, with period trends, "solved by the assistant" rate and a manual correction loop. |
| Sounds human | Speaks in strict turns; gets confused when interrupted or when you pause. | Natural barge-in, waits for unfinished sentences, and a ready phrase library: acknowledgements and fillers are generated in advance in the agent's own voice and quality-checked. |
| Personal data | Masking and encryption are worth asking about. | Numbers are encrypted at rest and masked in the console by default; for post-call analysis, phone numbers, emails, addresses and long numbers are masked before a transcript goes to a language model. |
The comparison describes the general-purpose voice bot approach, not any specific product.
Security & privacy
Customer data, handled on a need-to-know basis.
Rules for phone numbers, credentials and support access, designed in from the start.
Numbers are encrypted
Phone numbers are encrypted at rest, matched with a keyed HMAC and shown masked by default in the console, logs and reports.
Tenant isolation in the database
Each store's data is separated with Postgres row-level security, not only in application code.
Masked transcripts for analysis
For post-call analysis (topics, quality, insights), phone numbers, emails, addresses and long numbers are masked before a transcript goes to a language model.
Write-only credentials
API keys and SIP passwords are stored encrypted and never shown again after saving.
Industries
Tailored to your industry.
The product was built for e-commerce. On request, we tailor the same building blocks to other industries' call flows.
Building blocks we tailor
- Order and record lookup
- Request creation
- Addresses and appointments
- Purpose-driven outbound with consent checks
- Transfers to a person
- Analytics and live transcripts
A few industries we can tailor for
- Retail
- Shipping and logistics
- Food and restaurants
- Healthcare and clinic appointments
- Education
- Tourism
- Services and field service
- Another industry
We don't have a live setup in these industries yet; we do the tailoring together with you, around your call flows.
Languages
Live in Turkish today. Need another language?
The agent works in Turkish today, with pronunciation, address and time handling tuned on real phone calls. If your customers call in another language, we tailor the agent to it.
- Türkçelive
- We tailor it to your language — ask us
Blog
Latest articles
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Voicebot vs IVR: from keypad menus to conversation
What is a voicebot and how is it different from a classic IVR? When a keypad menu is enough, when you need a talking agent, and how to plan the switch.
Orders and shipping
Six ways to reduce "where is my order?" calls (voice AI included)
Six concrete steps to cut WISMO calls: clear delivery promises, proactive updates, working tracking links, self-service, delay calls and a voice agent.
Cart recovery
Abandoned cart recovery calls: when to call, how, and with what consent
When does a phone call recover an abandoned cart better than email? A practical guide to timing, consent, coupon rules, call scripts and measurement.
Hear it on a call with your own store's data.
In thirty minutes we walk through the console, place a live call and work out which of your calls the agent can take.
or write to [email protected]