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WISMO floods the queue
Where-is-my-order questions pile up after a delay and crowd out the rest of your inbound support work.
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Delivery Exception Handling
Delivery exception handling that resolves where-is-my-order questions.
The Callers agent looks up the order and carrier tracking status, explains what happened, offers the resolution options you allow, and files the claim or ticket in the same conversation, on any channel.
Book a meeting
When a package is late, every channel lights up at once.
A delayed, damaged, or misrouted parcel sends customers to the phone, chat, and email, and someone on your team has to check the carrier before answering a single question.
Callers answers first, pulls the order and carrier status, and resolves the exception within your rules, so your team sees only cases that need a person.
Status checks happen by hand
To answer one question, a rep opens the order system, the carrier’s tracking page, and the help desk while the customer waits.
Resolutions vary by agent
One rep sends a replacement, another issues a refund, and a third says wait, for the same exception.
Claims get filed late
Carriers set claim deadlines and want proof. If nobody collects it on first contact, the claim goes in late or never.
What your AI delivery support agent can do
Look up the order and carrier status.
The agent pulls the order and the latest carrier scan while the customer is still talking or typing, so every answer comes from live order and carrier data.
A customer asking about a parcel that missed its delivery attempt hears the exact status, the next attempt date, and what they can do about it, on the phone, in chat, or by email.
Make every delay easy to understand.
Customers hear what actually happened to the package, like a missed delivery attempt, a hold at a depot, or a wrong address, in words they understand rather than carrier codes.
The explanation follows your tone and approved knowledge. Customers who then switch from chat to a call don’t repeat themselves, because the agent carries the context across channels.
Offer only the fixes you allow.
The agent offers the resolution options your rules permit, like rescheduling the delivery, redirecting the parcel, sending a replacement, or issuing a refund, and nothing outside them.
You set those rules once in the no-code flow builder. Every customer hears the same options for the same exception, whichever shift or channel they reach, and cases outside the rules go to your team.
File the claim in the same conversation.
When a claim is needed, the agent files the carrier claim or help desk ticket in the conversation and records what the customer reported, order and carrier details attached.
Einride uses Callers as the first contact for inbound driver calls. The agent captures truck number, location, issue type, and urgency, and logs the ticket in Fleetio before anyone calls back.
Keep refunds within your rules.
In the Customer Control Center, you set what the agent can see and do, which fixes it can offer, and which cases go to a person.
Customer and order data is encrypted in transit and at rest. The Trust Center has the compliance detail.
Results that keep customers coming back
99.8%
connection rate
Einride’s inbound driver calls answered by the Callers agent, around the clock.
3
weeks to go live
Einride’s time from kickoff to live inbound driver support.
24/7
coverage
Where-is-my-order questions get an immediate answer at any hour, including peak season.
<1s
response time
No queue after a delay. Every contact is answered in seconds.
65%
lower call center load
Status lookups and routine exceptions are resolved without a rep touching them.
+10
CSAT points
Consistent, plain-language explanations lift satisfaction after a delivery problem.
Customer results vary by use case and deployment.
Connects to the tools
your team already uses.
With 610+ native integrations, Callers works with your CRM, helpdesk, order, billing and scheduling systems. Read customer information, take permitted actions and write outcomes back where your team expects them.
Manual exception handling vs Callers
Reps checking the carrier by hand on each contact, next to an AI agent that resolves the exception inside your rules.
| What changes | Manual handling | Callers AI |
|---|---|---|
| First response | Customers wait in a queue after every delay. | Immediate answer on phone, chat, text, or email. |
| Status lookup | Reps check the order system and carrier page by hand. | Order and carrier status pulled during the conversation. |
| Explanation | Depends on how each rep reads the tracking codes. | Plain-language account of the exception from approved knowledge. |
| Resolution options | Vary by rep, shift, and channel. | Only the fixes your rules allow, offered consistently. |
| Refund decisions | Made case by case under time pressure. | Issued within your limits, otherwise escalated to your team. |
| Claims | Filed later, often after the carrier’s deadline. | Filed during the conversation with the details already attached. |
| Peak season | Volume spikes mean overtime and seasonal hiring. | Every customer still gets an immediate answer at peak volume. |
| Channel switching | Customers repeat the story on each new channel. | Context carries from chat to call to email. |
| Handoff | Notes are retyped before a person takes over. | Warm transfer with the full conversation attached. |
| Visibility | Exception trends are pieced together from ticket exports. | Summaries and step-level analytics show where exceptions resolve. |
Start with one exception type.
Expand when you’re ready.
Connect your order, carrier, and ticketing systems, set the resolution rules in the no-code flow builder, and start with where-is-my-order questions. Your success manager tests the flow before launch.
Connect your systems
Your success manager links the agent to your order system, carrier tracking, and help desk in the App Center.
Set the rules
Decide which options the agent can offer and which cases go straight to your team, with no developer needed.
Launch and review
Go live on delivery exceptions, then use summaries and step-level analytics to see where a rule needs tuning.
Trusted by leading businesses worldwide
“Agents hated outbound. Now they talk to people who want to talk. Morale is up.”
Ben Frasher, Director of Acquisition & Growth
“We were up and running faster than expected and started seeing measurable results within the first week.”
Chelsea Thompson, Director of Operations
“Callers cut our call center load by 65% and 10X our outreach with significantly better results.”
Rob Stevenson, Vice President
”We increased the number of qualified appointments by engaging prospects faster.”
Maria Gomez, System Administrator
”Callers cut our call center load by 65% and 10X our outreach with significantly better results.”
Justin Kahn, Head of Digital Innovation
Frequently asked questions
Delivery exception handling is how you respond when a shipment hits a problem in transit, like a missed delivery attempt, a wrong address, or damage. It covers explaining what happened, offering a fix, and filing a claim if the package is lost or damaged.
You choose which options the agent can offer, from rescheduling and redirecting to refunds and replacements, and which situations go straight to your team. The agent follows those rules on every call, chat, text, or email.
Only when your rules say it can. If a case falls outside them, the agent passes it to your team with the full conversation attached, so the customer doesn’t have to explain it twice.
Callers works with Shopify for orders and help desks like Zendesk for tickets, as part of 750+ native integrations. Carrier tracking and other systems connect through the App Center, webhooks, or the API, so your stack doesn’t have to change.
The same way it handles them in a quiet week. Volume doesn’t change the response time, so every customer gets an immediate answer during holiday peaks and your team isn’t rushing seasonal hires through training.
You define the escalation rules. The agent transfers the conversation to your team with a summary, the order and carrier details, and what the customer has already reported, so the handoff picks up where the conversation left off.
Callers is SOC 2 Type II, HIPAA, GDPR, CCPA, and PCI DSS compliant, and customer and order data is encrypted in transit and at rest. The Trust Center has the documentation, and you set the permissions for what the agent can see and do.
Make the right call
Try Callers now and see what kind of interactions your customers could be having.
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Cassie
(Female AI Agent)
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Paul
(Male AI Agent)