The challenge
Margin lost to failed COD orders no team could confirm in time
Loomcraft Home takes a flood of orders every day across its website and marketplaces. Two costs were quietly eating its margin: cash-on-delivery orders returning to origin at 24%, and a support inbox buried under repetitive “where is my order” questions.
Confirming every COD order by hand was slow and expensive, and a small support team couldn’t keep up. Every returned parcel meant paying shipping twice and restocking goods; every status call tied up an agent who could have been resolving a real issue; and abandoned checkouts went unrecovered because no one had time to follow up. Hiring through every seasonal spike wasn’t sustainable.
Why voice AI
An Agent that confirms, updates, and recovers in the customer’s language
Loomcraft deployed Vartaa’s Hindi-first voice AI agent across three flows — confirming COD orders before dispatch, answering delivery-status calls, and recovering abandoned carts — orchestrated through Campaign Studio.
- Hindi-first, code-switching speechUnderstands and replies in natural Hindi and English mid-sentence — the way Indian shoppers actually talk.
- Sub-second response latencyReal-time turn-taking with barge-in, so calls feel live and human, not like an IVR.
- Dynamic qualification logicConfirms intent and address on COD orders, reads live tracking for status calls, and handles hesitations on cart-recovery calls.
- Native CRM & helpdesk syncWrites every confirmation, status, and disposition back to the store and helpdesk automatically.
“The voice agent quietly does the work two of my shifts used to do — confirming COD orders and answering delivery questions — so my team can focus on the customers who actually need us.”
How it works
From checkout to confirmed delivery
1
Order placed, agent confirms COD
Within minutes of a COD checkout, the voice AI agent calls to confirm the order and verify the delivery address — before intent cools.
2
Detects language & greets naturally
The agent opens in Hindi or English based on the customer and switches fluidly as they respond.
3
Answers status questions on demand
For inbound “where is my order” calls, it reads live tracking and gives a clear, accurate update.
4
Recovers abandoned carts
It calls back shoppers who dropped off at checkout, answers hesitations, and helps them complete the order.
5
Writes everything back
Confirmations, statuses, and outcomes sync to the store, helpdesk, and CRM automatically — no manual entry.
The results
Four weeks from pilot to full production
Outcomes after first quarter live
24% → 16%
COD return-to-origin rate
38%
Order-status contacts deflected from agents
9%
Abandoned carts recovered by voice
4.5 / 5
Customer satisfaction, held steady
24/7
Coverage across peak-season spikes
4 weeks
POC to full production