Solutions · Inbound
Where is my order, resolved in systems
WISMO is the classic containment job: the caller needs a fact your systems already know. Fluents retrieves it, explains it, closes the loop, and only escalates true exceptions.
The problem
Status calls flood CX with work that shouldn't need a person. Hold times rise, CSAT falls, and cost per contact climbs, especially after peak shipping weeks.
Who feels this
Ecommerce and omnichannel ops teams with OMS + carrier data that humans re-read aloud all day. If the answer lives in a system, the call shouldn't wait on a queue.
Example call flow
Authenticate the caller
Verify identity with the signals your policy allows: order ID, phone, account hints.
Look up order & carrier
Hit OMS / ecommerce / tracking APIs while the conversation continues.
Explain status & options
Share ETA, delay context, and self-serve next steps when available.
Resolve or escalate
Close the ticket when done, or transfer with the lookup already complete.
FluentsCapabilities
- Stateful lookup: Pull order, shipment, and carrier status from your APIs mid-call.
- Clear answers: Narrate ETA, exceptions, and next steps in plain language the caller can act on.
- Close the loop: Update the ticket or CRM note when resolved so CX doesn't re-answer the same question.
- Exception routing: Escalate damaged, missing, or disputed cases to humans with full context.