grocery & delivery

Missing items, late deliveries, wrong substitutions — grocery complaints never stop

AI agents resolve order issues in real time, handle substitution preferences, and manage delivery window changes so your drivers stay on route and customers stay happy.

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Reusable bag with groceries and fruits left at doorstep, highlighting delivery service.

how it plays out

Real contacts, minute by minute.

SMS English

"My order is missing two items"

Customer checked bags immediately after delivery

AI matched reported items against delivery manifest
Confirmed two items were marked as out-of-stock but customer was not notified
Issued instant credit for the missing items
Flagged the notification gap for the fulfillment team to fix

Credit issued in under 30 seconds customer satisfied

WhatsApp Malay

"The driver left my groceries outside in the rain"

Perishable items left at door without protection

AI reviewed delivery photo and confirmed wet conditions
Cross-referenced order for perishable and cold items at risk
Offered full replacement delivery or refund for affected items
Customer chose replacement — expedited slot assigned

Replacement delivery scheduled perishables protected

App Chat Spanish

"I don't want this substitution"

Organic item substituted with conventional alternative

AI flagged the rejected substitution in the active order
Removed the substituted item and applied a credit
Updated the customer's substitution preferences for future orders
Confirmed the updated preference: no non-organic substitutions

Preference saved for future substitution conflict resolved

Phone Vietnamese

"Can I change my delivery window?"

Customer realized they won't be home during original slot

AI checked available delivery windows for the day
Found an open slot 2 hours later than the original
Rescheduled delivery and notified the assigned driver
Sent updated ETA confirmation to the customer via SMS

Window changed without delay delivery rescheduled smoothly

the team behind it

Faces, not a queue.

real members of the global team

Grocery & Delivery Specialists

Agents experienced with last-mile delivery logistics and driver coordination
Trained on perishable handling protocols and cold-chain delivery standards
Skilled at managing substitution policies and real-time order modifications

65+ Languages

Native-speaking agents in English, Spanish, Mandarin, and 60+ more
Real-time AI translation for rare language pairs
Cultural context training for every market we serve

Follow-the-Sun Coverage

Operation centres in Canada, Bolivia, Nicaragua, the Philippines and China
Smooth handoff between time zones with shared context
Holiday and weekend coverage without overtime costs

questions

What buyers ask before they sign.

How much does it cost?

AI voice is $0.15 per minute and web chat is $0.15 per session. Live agents start at $300 per month including 500 minutes — about $0.60 per minute — or from $5.80 per hour for a dedicated agent working only your account. The minimum engagement is half a seat, not a five-seat block.

How fast can you start answering our phones?

Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.

Do you answer in Spanish?

Yes, on the same number, with agents in our Bolivia and Nicaragua operation centres — native Spanish, not machine translation. English and Spanish share one queue, and we cover 60+ more languages if you need them.

Can I mix AI and live agents on one number?

That is the normal setup. You decide which call types go to AI and which reach a person, and you can change the split as your volume changes. Nothing about that decision is locked in at signup.

also worth reading

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See how AI resolves grocery delivery issues before they escalate

We will show you real-time order resolution and substitution management in action.

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