Development of AI Order Confirmation Autocall System
Order confirmation auto-calling reduces unclaimed orders from 15–25% to 5–8%, automating operations without losing quality. One of the first mass use cases for voice bots in Russian e-commerce.
Business Logic
Triggers calls at specific intervals:
- 30 min after order placement (if unpaid)
- 2 hours after (if still unpaid)
- Immediately on address change
Outcomes
- Confirmed: update status, start logistics
- Cancelled: mark as cancelled per customer request
- Address changed: update and reconfirm
- No answer: schedule retry
- Transferred: complex cases to operator
Retry Strategy
- 1st retry: 30 min
- 2nd retry: 2 hours
- 3rd retry: 6 hours
- After 3 failed: SMS + manual team notification
ROI Calculation
- Manual call: 50–80 RUB (operator cost)
- Bot call: 5–15 RUB
- 10k orders/month × 30% need confirmation × 45 RUB savings = 135k RUB/month savings
Timeline: MVP confirmation bot — 2–3 weeks. With retry logic and CRM — 4–6 weeks.