Voice Agent
Handle order and support calls with consistent context.
E-Commerce · Customer and order operations
Keep every order moving—from question to resolution.
Zoft brings product context, order data, support policy and operational actions into one agent layer, so customers get a useful next step instead of another handoff.
- 01Understand
- 02Verify
- 03Act
- 04Confirm
One operating loop
Customer intent becomes an order operation.
Zoft keeps the conversation, policy check and approved system action in one traceable flow across web, messaging and voice.- 01
Understand the request
Resolve product, delivery, return and account intent in natural language without forcing customers through a rigid decision tree.
- 02
Bring in order context
Look up the relevant customer, order, item and fulfillment state before deciding what the workflow may do next.
- 03
Apply the operating policy
Use approved rules for eligibility, identity checks, exceptions and handoffs instead of inventing an answer in the moment.
- 04
Complete and record
Perform the allowed action, communicate the outcome and write a structured record back to the systems your team uses.
High-value starting points
Resolve the repeatable work around every order.
Start where the customer’s request, the business policy and the successful outcome can all be stated clearly.Pre-purchase
Product and availability guidance
Answer known product questions, compare approved attributes and move qualified buying intent toward the right item or person.
Post-purchase
Order status and delivery support
Bring together order and fulfillment context, explain the current state and open the correct exception flow when needed.
Resolution
Returns and exchanges
Verify the order against policy, complete eligible requests and hand ambiguous or high-risk cases to the support team.
Operations
Back-office exception handling
Coordinate repetitive work across support, commerce, shipping and internal tools while keeping one visible case record.
The Zoft layer
One context layer across conversation and commerce operations.
Deploy each Zoft product where it earns its place, while sharing policy, customer context and outcome records across the workflow.Chat Agent
Resolve web, messaging and in-app conversations.
Workflow Automation
Connect policy checks, actions and notifications.
Multi-Agent Workflow
Coordinate complex cases across specialist roles.
Browser Agents
Operate approved commerce and logistics interfaces.
Evals
Test response quality, policy and action boundaries.
Production boundaries
Useful enough to act. Controlled enough to trust.
E-commerce automation needs accurate context, explicit policy and narrow permissions—especially when money, identity or inventory is involved.- 01
Policy is executable, not implied
Encode eligibility, approval limits and exception paths so the agent follows the operating policy behind the support answer.
- 02
Verify before sensitive actions
Require the right identity and order checks before refunds, address changes or other protected operations can proceed.
- 03
Review the full resolution
Inspect the customer request, retrieved context, decision, action and final message as one outcome instead of separate logs.
01Which e-commerce use case should be automated first?
Choose a frequent request with stable source data, explicit policy and a clear outcome. Order-status questions, eligible exchanges or a bounded product-information flow are usually easier to validate than an open-ended support queue.
02Can Zoft issue refunds or change orders?
Only when you explicitly permit and integrate those actions. Sensitive operations should use identity checks, policy limits and human approval where appropriate. Zoft does not assume unrestricted access.
03How does Zoft handle questions it cannot answer confidently?
The workflow can ask for missing context, avoid an unsupported action and hand the case to a person with the conversation and order details already assembled.
04Can it connect to commerce, support and shipping tools?
Zoft can use available APIs and approved browser workflows to connect systems. Implementation defines the specific data, actions, permissions and fallback behavior for your stack.
Start with one resolution