Furniture Online Store Voice AI agent case study

Case

An online furniture retailer deployed a Voice AI Agent to manage product inquiries, address return questions, and update customers on order statuses.

Introduction

“HomeStyle Haven,” a growing e-commerce platform for living room sets, bedroom decor, and custom furniture orders, was inundated with calls related to product dimensions, shipping timelines, and return policies. At peak shopping seasons—especially around holidays—over 25% of calls went unanswered, resulting in lost sales and lower customer satisfaction. The company aimed to improve response times, reduce staff workload, and streamline communication regarding order status.

Before Implementation

25% of inbound calls were missed during high-traffic periods.
Staff spent 50% of their day dealing with repetitive questions (dimensions, materials, shipping dates).
Customers complained about lengthy hold times, leading to canceled orders and negative feedback.

After Implementation

Unanswered calls dropped to 1% thanks to 24/7 voice support.
The Voice AI Agent resolved routine inquiries (e.g., delivery ETAs, product sizes) in under 1 minute, decreasing average handle times.
Customer satisfaction increased by 28%, with fewer order cancellations and more positive reviews.

How It Works

The Voice AI Agent greets callers, categorizes their needs—such as product specs, returns, or order tracking—and provides immediate assistance.
For product inquiries, the system pulls data from the store’s inventory, including dimensions, color options, and material details.
Complex issues (e.g., custom orders, damage claims) are handed off to a human specialist for personalized support.

Conclusion

By implementing a Voice AI Agent, “HomeStyle Haven” significantly reduced hold times and improved the overall shopping experience. Staff could focus on providing deeper customer service for complex queries, while straightforward concerns were resolved quickly and efficiently. As a result, the store gained higher conversion rates, more repeat customers, and a better reputation within the competitive online furniture market.