Executive Summary
The Nutty Designs, a thriving Shopify-based gift and decor brand, needed a scalable, witty, and brand-aligned voice assistant to manage callbacks, order inquiries, and reduce live agent load—all while preserving its quirky brand voice.
The Challenge
- Overwhelmed by repetitive inbound order and return queries
- Significant missed calls during peak times
- Desire to avoid hiring staff yet maintain fast response times
- Needed to preserve brand personality consistently
The Solution: LumiVoice, LumiTalk’s AI Assistant
LumiTalk deployed a fully integrated, custom voice AI solution, LumiVoice powered by Shopify, Twilio, OpenAI, and ElevenLabs to:
- Understand Caller Intent
- Detects order phone numbers or order IDs
- Identifies whether the caller needs order status, returns, or new orders
- Automate Real-Time Order Support
- Retrieves and reports order status (e.g., “Your order #12345 is on the way”)
- Handles return requests or refunds
- Gracefully escalates issues beyond scope to humans
- Automate Real-Time Order Support
- Welcomes callers with Nutty Designs’ personality
- Uses playful fallback scripts that reflect brand tone 2. Smart Escalation
- Transfers angry/urgent callers to a live agent
- Logs call issues and sends follow-up notifications
- 24/7 Availability
- Responds instantly to most inquiries—even off business hours
Results (First 90 Days)
|
Metric |
Before Lumi |
After Lumi |
|
Calls handled by AI |
0% |
75% |
|
Average wait time |
2m+ |
<30s |
|
Missed/lost calls |
High |
Reduced 90% |
|
Live-support escalations |
High |
Reduced 70% |
|
Customer satisfaction (CSAT) |
3.8/5 |
4.8/5 |
- Order inquiries were handled instantly
- Support staff bandwidth freed to focus on complex issues
- Bot maintained consistent, brand-friendly tone
Customer Quote
“LumiVoice handles almost everything—check status, returns, even shipping delays—in our brand voice. Our team spends less time answering calls and more time delighting customers.”
— Customer Experience Manager, Nutty Designs
Why It Worked
- Deep Shopify integration for live data
- ElevenLabs narration sounded warm and on-brand
- OpenAI for intent detection, tuned for ecommerce voice queries
- Fallback, logs & escalation pipelines ensure no customer slip-throughs
Want Similar Results?
- Instant order support
- Brand-aligned voice experience
- Lower staffing needs, higher satisfaction
Book a free consultation call to see how LumiTalk can make customer service a breeze for your team: lumitalk
hello@lumitallk.ai| 📞 (949) 8779280