Sarvam AI

Handle order status calls with Sarvam Voice Agents

Sarvam Voice Agents answer every call, work out which order the customer is asking about, and help with status, delivery, cancellation, return, or refund questions in the same conversation.

Teams already building with Sarvam
  • Axis Bank
  • CRED
  • Decentro
  • IDFC FIRST Bank
  • IndiaMART
  • Infosys
  • LIC
  • Mahindra Finance
  • NABARD
  • SBI Life
  • Tata Capital
  • Urban Company

From routine order status
checks to complex enquiries

Sarvam Voice Agents can identify the customer, pull the right order, follow the conversation as it changes and act through the systems you connect.

  • Identifies the customer and order

    Confirms who the customer is and finds their order from the order number or a recent purchase, even when several orders match.

  • Understands what they need

    Works out whether the customer is checking an order's status, asking about delivery, or wants to cancel, return or get a refund.

  • Gets the latest information

    Checks your order management system, warehouse and carrier for live updates, so the customer gets the latest status, not a guess.

  • Takes the next step

    Checks if the order can be cancelled, starts a return or refund on the call, and hands over to a person when needed.

Support every stage
after checkout

Check order status

Find the right order, check its latest status across your systems and tell the customer exactly where things stand.

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Track a delivery

Check the carrier update, expected delivery date and any delivery exception while the customer is still on the call.

Cancel or change an order

Check whether the order can still be changed, apply your business rules and complete the request when permitted.

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Handle returns and refunds

Check eligibility, start the return or refund workflow and give the customer the latest status when they call back.

Built for calls
that change direction

The conversation can shift from an order status question to a cancellation, refund or address change, switch between Hindi and English, or cover more than one order. Sarvam Voice Agents keep the order context through every turn.

No order number?

Start with what they know

The agent can search recent purchases and ask for a follow-up when several orders match.

More than one system?

Bring the context together

An order may be confirmed in one system, fulfilled in another and tracked by a third. The agent can query each one during the conversation.

More than one issue?

Stay in the same call

A customer can ask about a delayed shipment, then follow up on an earlier return without starting again.

Tracks the order
across your stack

Order details sit across your CRM, OMS, carrier and payments provider. Connect them as tools and the Voice Agent can check each one during the call.

Orders and fulfilment

Find what was ordered and whether it has been confirmed, picked, packed or dispatched.

Customer context

Identify the caller and use their order history to find the right purchase even when they do not have an order number.

Delivery and payments

Check carrier updates, failed delivery attempts, payment status and refunds.

Actions and handoffs

Update connected systems, complete permitted actions and bring in a person when the workflow requires one.

Build the agent around your order workflow

Sarvam gives you the building blocks to take an order status agent from an idea to live calls.

Build your agent

Shape the conversation

  • Start with the Order Status template

    Begin with the stages, actions and conversation patterns common to order support, then adapt them to your business.

  • Build with Genie

    Tell Genie how your order process works and what the agent should accomplish. It creates the agent, defines its goals and helps you change it through conversation.

  • Connect the systems it needs

    Add your knowledge base, CRM, OMS, carrier APIs and other tools. The agent can call them during the conversation to retrieve information or complete an action.

Connect and launch

Give every call a next step

  • Build the workflow around the call

    Route the conversation based on what the customer wants and what your systems return. Status to answer. Delay to investigate. Cancellation to an eligibility check, then the action. Refund to a status check. Exception to a human handoff.

  • Test the calls before customers make them

    Run the agent against order delays, missing tracking updates, ambiguous orders, cancellation requests, returns, interruptions, language switching and handoffs.

  • Give it a number and go live

    Rent a number from Sarvam or connect your existing telephony provider, then start taking inbound calls or running outbound campaigns.
Build an agent

Inbound support. Outbound updates.

Use the same Voice Agent to respond when customers call and to reach them when something changes with an order.

Inbound

Customers can check an order, ask about a delay, request a cancellation or follow up on a refund without waiting for an available support agent.

Outbound

Call customers when an order is delayed, a delivery attempt fails, a refund is processed or you need information from them before fulfillment can continue.

One Voice Agent across
your order operation
Start building

  • Order status, delivery tracking, cancellations, returns and refunds.

See what happened
on every call

Once the agent is live, use Sarvam Boards to follow demand, outcomes and where conversations need attention.

Track every outcome

See order enquiries, queries resolved, resolution rate, cancellations, returns, refunds, delayed deliveries and failed deliveries.

Find where calls stall

See which conversations needed a handoff and where an answer or requested action could not be completed.

Understand demand and performance

Break calls down by query type, order status, carrier, location, language and resolution time.

Other use cases

See how Voice Agents work across the rest of your calls.

Enterprise-ready, built for privacy

Security & privacy

Enterprise-grade security

Protect production voice workflows with ISO 27001:2022 and SOC 2 Type II certified infrastructure.

  • Information security ISO 27001:2022 Certified
  • Controls attestation SOC 2 Type II Certified

Built for privacy

Keep conversations and business data private, with control over how your agent uses context and memory.

Conversation data Protected by default Private
Context
Configured by you
Memory
Private
Transcripts
Protected

See what happened on every call Once the agent is live, use Sarvam Boards to follow demand, outcomes and where conversations need attention

Contact usBuild an agent