How the UniTalk Voice AI Agent Sped Up Order Confirmations 40 Times and Increased the Average Check by 9%
How a large cosmetics e-commerce automated routine tasks and relieved the team without expanding staff.
Case study summary
- Niche: e-commerce (skincare cosmetics, over 600 products).
- Problem: slow confirmation, loss of leads, team burnout.
- Solution: implementing the UniTalk Voice AI Agent integrated with CRM.
- Result: 30-60 seconds to the first contact, up to 55% of fully automated confirmations, +9% to the average check.
Business context and team pain points
Imagine a large Ukrainian cosmetics online store. The catalog contains over 600 items, ranging from basic facial care to professional and dermatological cosmetics. Every day, the company receives hundreds of orders, and each one requires confirmation.
Before the changes, the process looked like this: a manager saw a new order, checked availability, called the client, clarified the parcel delivery details, and tried to upsell something. All this was done manually. During peak hours or sales, the system was simply bursting at the seams.
“Previously, we constantly faced unanswered calls. A client could order a cream and go about their business, and when we called 40 minutes later, they either didn’t pick up or changed their mind about buying altogether. Upselling suffered too: when you have 50 unprocessed orders pending, you don’t offer a serum to go with the cream, you just try to finish the conversation faster,”
shares the Head of Sales.
Full automation of the store’s sales seemed like a difficult task because no one wanted to lose the “human” face of the brand.
Solution: a voice that sells and never gets tired
To relieve the team and avoid losing customers, the company implemented the UniTalk Voice AI Agent. We configured it to take over the initial contact entirely, working directly in conjunction with the CRM system.
The journey of a single order: how it looks in practice
1️⃣ Instant reaction
The client clicks the “Buy” button, and within 30-60 seconds, a call is made.
Effect: a quick reaction increases the chances of order confirmation and minimizes the risk of the client changing their mind or ordering from a competitor.
2️⃣ Live dialogue
The AI Agent conducts the conversation as naturally as possible, checks if it is convenient to talk, clarifies the order details, and creates a comfortable contact.
3️⃣ Confirmation and upsell
The Agent lists the cart contents and offers 1-2 logical additions to the purchase (for example, conditioner for shampoo or serum for cream).
Effect: an increase in the average check without aggressive selling, the client receives relevant offers.
4️⃣ Delivery clarification
The AI Agent checks the post office branch number and other delivery parameters, immediately recording any changes.
Effect: minimum errors in logistics and fewer clarifications after placing an order.
5️⃣ Data recording
All confirmed data is automatically updated in the CRM, and the parcel is sent for assembly.
Effect: managers save up to 50% of their time, focusing on complex requests, and the order processing becomes stable and predictable.
🎧 Listen to how the Voice AI Agent conducts a real call with a buyer:
Results in numbers: “Before and After” block
Thanks to the Voice AI Agent taking over the lion’s share of monotonous work, managers were able to focus on complex requests and personal consultations rather than routine calling.
Clients are pleasantly surprised by the speed: they confirm their orders immediately and often don’t even realize they were talking to artificial intelligence, the voice sounds so natural.
How the AI Voice Agent works “under the hood”
Although the final process looks simple and automated, during the implementation phase, the team goes through configuring and testing scenarios. It is necessary to describe the processes, check the working logic, and adapt it to the business. But after that, the Voice AI Agent takes over a significant part of the repetitive tasks, and managers can focus on more complex requests.
What happens in the system:
- Automatic CRM triggers: the AI Agent sees a new order and instantly launches a call.
- Data synchronization: contact data, order contents, and payment status are pulled automatically, without manual entry.
- Duplicate control: the system does not call the client twice regarding the same order.
- Flexibility in communication: if the conversation deviates from the standard scenario, the AI Agent instantly transfers the call to a live manager.
Thanks to this integration, the order confirmation process has become fast, reliable, and error-free. Meanwhile, the store team hardly notices the AI’s work, since everything happens automatically and transparently.
Conclusion
Instant contact, systematic upselling, and guaranteed control of every order. The Voice AI Agent transformed a chaotic process into a stable mechanism that brings in revenue and leaves clients satisfied.
Learn how UniTalk automates order confirmations and increases sales. Leave a request, and we will show you how the Voice AI agent can work in your business, tailored to your processes.
