Always-On Support for Every Customer Journey
Handle order tracking, returns, product queries, and complaints at scale — without adding support headcount. Available 24/7 in your brand's voice across chat, voice, and WhatsApp.
Neha
Customer Support · ShopIndia
Type a message…
80%
Queries resolved instantly
<30s
Average response time
5x
Faster than email support
24/7
Availability
How E-commerce teams use Riya
Real workflows, automated. Real conversations, personalised.
Order Tracking & Updates
Customers get instant order status, delivery estimates, and live tracking links without waiting in a queue.
Returns & Refunds
Initiate return requests, schedule pickups, and provide real-time refund status through a conversational flow.
Product Recommendations
Answer product queries, compare options, and suggest alternatives based on customer preferences and availability.
Complaint Resolution
Register complaints, assign tickets, and provide resolution timelines — reducing escalations to human agents.
COD & Payment Issues
Resolve payment failure queries, COD confirmation, and invoice or GST receipt requests instantly.
Seller Support
Help marketplace sellers with listing queries, payout status, return disputes, and policy clarifications.
Common questions
Can the agent integrate with our OMS (Order Management System)?
Yes. Through our webhook API, the agent queries your OMS for live order status, tracking info, and return eligibility. Compatible with Unicommerce, Vinculum, custom OMS, and major platform APIs.
How does it handle peak sale periods like Big Billion Days?
The platform auto-scales to handle spikes. There are no concurrent session limits on Growth and Scale plans. During flash sales, proactive status updates via WhatsApp can reduce inbound query volume by up to 60%.
Can we deploy it on WhatsApp for order updates?
Yes. WhatsApp is one of the most effective channels for e-commerce — order confirmations, dispatch alerts, and delivery notifications can all be automated through the same agent.
Does it support vernacular language queries?
Yes, 12+ Indian languages. Customers in Tier 2/3 markets who prefer Hindi, Tamil, or Telugu get the same quality support as English-speaking customers.
Can it handle seller queries in a marketplace model?
A separate seller-facing agent can be configured with a different knowledge base and persona — handling payout queries, return disputes, and listing guidance for your seller community.
What happens for queries the agent can't resolve?
The agent escalates gracefully to your human support queue with full conversation context. The customer never repeats themselves, and your agents pick up from where the AI left off.
Ready to deploy your E-commerce AI agent?
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