AI calling for e-commerce brands
Vani, Twenty2's AI voice agent for e-commerce, calls buyers at the moments that decide whether an order ships, gets delivered or comes back. Confirm COD orders, fix addresses, rescue failed deliveries and recover abandoned carts in Hinglish and all 22 scheduled Indian languages. Built by Shiprocket, and already used by D2C brands and logistics companies for COD confirmation and NDR calls.
- Hinglish + 22 Indian languages
- From ₹4/min
E-commerce use cases
The calls Twenty2 handles, how each one works and what you get at the end of it.
COD Confirmation
A COD order nobody confirmed is a gamble at the doorstep. Twenty2's assistant calls the buyer within minutes of the order, confirms they still want it, checks the address and offers a prepaid link. Fake and impulse orders get cancelled before you pay to ship them, and RTO (return to origin) drops before the parcel leaves.
How it works
- New COD order placed
- Call within minutes
- Confirmed, cancelled or address updated
Failed Delivery (NDR) Follow-up
When a courier marks “customer not available” and raises an NDR (non-delivery report), the clock starts. Our assistant calls the buyer within hours of the failed attempt, finds out what really happened, books a new delivery slot or corrects the address, and logs the reason before the courier's next run.
How it works
- Courier logs a failed attempt
- Call before the next run
- Reattempt booked or address fixed
Address Verification
“Near the temple, second gali” is not an address a courier can find. Before dispatch, our assistant calls buyers whose addresses look incomplete, captures the house number, landmark and an alternate phone number, and updates the order so it reaches the right door the first time.
How it works
- Incomplete address flagged
- Call before pickup
- Address completed in your system
COD to Prepaid Conversion
A prepaid order can't be refused for want of cash at the door. Our assistant calls COD buyers, offers a reason to pay now, such as a small discount or faster dispatch, and sends a UPI payment link while they are still on the line.
How it works
- COD order placed
- Call with a prepaid offer
- Paid by UPI or kept as COD
Abandoned Cart Recovery
A shopper who leaves at checkout usually had a question, not a change of heart. Our assistant calls them back, answers whatever stopped them, whether delivery time, size or COD availability, and sends a checkout link so they can finish the order on the call.
How it works
- Cart abandoned at checkout
- Call back the same day
- Question answered, link sent
Order Status Line (WISMO)
“Where is my order?” is the call your support team takes most and enjoys least. Our assistant answers it at any hour, looks up the order, shares the latest status and expected delivery date, and hands over to your team only when something needs a person.
How it works
- Buyer calls your number
- Order looked up
- Status shared or handed to your team
Returns & Exchanges
A return request with “other” as the reason tells you nothing. Our assistant calls the buyer, finds out what went wrong, offers an exchange or replacement before a refund, and books a pickup slot, so you keep more orders and learn why products come back.
How it works
- Return request raised
- Call to understand why
- Exchange offered, pickup booked
E-commerce FAQs
As soon as the order reaches Twenty2. Calls can be triggered from new orders, with automatic retries for buyers who don't pick up. Calling within minutes, while the purchase is fresh, gives you the best chance of reaching the buyer before dispatch.
Twenty2 charges by the minute: ₹8/min on the pay-as-you-go Go plan and from ₹4/min on Enterprise. A 1-minute COD confirmation call works out to roughly ₹4–8 per connected call (illustrative, before retries). Unused minutes roll over with no expiry.
Every call comes with a recording, a full transcript, an AI summary and extracted action items such as “cancel order” or “deliver tomorrow”. Outcomes can sync to Salesforce, HubSpot or Zoho, or reach your own systems through APIs.
Call COD buyers before dispatch. Twenty2 confirms each order within minutes, completes incomplete addresses, offers a prepaid UPI link and follows up on every failed delivery before the courier's next attempt, so fewer parcels return to origin.