Approved-knowledge grounding
Agents answer only from the policy tree you approve, no open-web guessing.
Carry the holiday peak without the seasonal hiring class.
For retail and e-commerce operations running a central customer care function. Orvera builds, deploys and runs the AI agents across voice, chat and email, plus the live assist and quality layer over your human floor.
Why coverage decides it
How does Orvera measure quality across retail service conversations?
Orvera AI audits 100% of retail conversations, human-handled and AI-handled alike, and checks on every call whether the cancellation was effectuated, whether the offer was made once, whether the decline was honored and whether the same-medium obligation was met. A sample asserts compliance on the cancellation calls nobody listened to.
A quality program on a sample
A sampleof conversations reviewed
- Asserts compliance on the cancellation calls nobody listened to
- The save desk is working a quota, and the sample rarely lands on it
- Cannot say whether the decline was honored on a given call
- Coaching evidence, not a record that the cancellation happened
Orvera
100%of conversations audited
- Was the cancellation effectuated, checked on every call
- Was the offer made once, and was the decline honored
- Was the same-medium obligation met
- Human-handled and AI-handled conversations alike
What Orvera runs
Which retail and e-commerce contact center use cases does Orvera handle?
Orvera AI runs the post-purchase floor end to end: order status and delivery exceptions resolved on the call from the OMS and the carrier record, the same reasoning in chat, return authorization with the RMA and label issued live, Agent Assist for the seasonal class, a peak war room, and 100% QA on returns adherence.
Order status, past promised dateReshipped
Tracking scan
Stalled 4 days
Action taken
Reship issued
OMS read liveORD-88214
Carrier record readLive
Exception explainedDone
The reship, refund or trace is executed on the call
01 / 06
- Order status, past promised dateReshippedTracking scanStalled 4 daysAction takenReship issuedOMS read liveORD-88214Carrier record readLiveException explainedDoneThe reship, refund or trace is executed on the call01
Order status, resolved instead of redirected
A customer calls after the promised delivery date passes and the tracking scan has not moved. Orvera reads the OMS and the carrier record live, explains the exception, and executes the reship, refund or trace on the call.
- Moves contact per order, not just per-channel containment
- The OMS and the carrier record are read live
- The reship, refund or trace is executed on the call
- Moves repeat contact rate on the same order
- Chat, from the tracking emailResolved in chatSame reasoning as voice
OMS and carrier logic, running inside the chat surface.
Not a cut-down widget that links back to what the shopper already read.
Contact per orderAcross channelsEnded inTrace openedEnds in an action, not a link back to the tracking page02Order and delivery status in chat
A shopper opens chat from an order-history page or a tracking email, where most widgets link back to the tracking page they already read. Orvera runs the same OMS and carrier reasoning in chat and ends in a reship, refund or trace.
- Moves contact per order measured across channels
- The same reasoning as the voice queue, not a cut-down widget
- Ends in an action, not a link back to tracking
- Chat and voice report into one driver view
- Return authorizationLabel sentPolicy appliedYoursRefund timingStatedLoyalty-tier extensionAppliedRMA issuedRMA-3391Label sentYesYour own policy tree, seasonal and loyalty extensions included03
Return authorization and label, on the call
A customer calls to start a return, or calls because the returns portal rejected the order. Orvera applies your own policy tree including seasonal and loyalty-tier extensions, issues the RMA and the label, and states the refund timing.
- Moves return processing cost and adherence variance
- Your own policy tree, seasonal and loyalty extensions included
- The RMA and the label are issued on the call
- Refund timing is stated, not implied
- Agent Assist, seasonal classLive on the callSurfaced to the rep
Approved knowledge and the next best action, on every call.
A December hire, working closer to a permanent rep
Average handle time8 to 15% downEscalation cueFlagged earlyEscalation cues flagged before the call goes wrong04Agent Assist for the seasonal class
A December class hits the floor with a fraction of the training a permanent rep gets, against the highest volume of the year. Orvera surfaces approved knowledge and next-best action live on every call, and flags escalation cues before the call goes wrong.
- Moves peak staffing cost and average handle time
- Approved knowledge and next-best action, live on the call
- Escalation cues flagged before the call goes wrong
- The seasonal class works closer to a permanent rep
- Peak driver war roomDriver levelAllChannels
What is drowning the operation, not just how badly
Queue and service level show the second thing only.
Driver 1, delivery exceptionRankedAI and human layerOne viewThe AI layer and the human layer in the same view05Peak-season contact driver war room
From Cyber Week through mid-January a supervisor watches queue and service level, which shows how badly the operation is drowning but not what is drowning it. Orvera gives a live driver-level view across every channel and both the AI and human layer.
- Moves service level and abandonment during peak
- Driver-level, not queue-level
- Across every channel, not one at a time
- The AI layer and the human layer in the same view
- Auto QA, on your human agents100% audited100%Audited
The workflow carrying the largest margin exposure
Human-handled and AI-handled conversations alike.
Scored againstYour scorecardReported byRep, site, tierEvery score linked to the transcript that produced it06100% QA on return and refund adherence
Every human-handled return conversation is scored against your own returns scorecard rather than a one to three percent sample. Orvera reports adherence by rep, site, category and loyalty tier on the workflow carrying the largest margin exposure in retail care.
- Moves policy adherence variance and fraudulent return payout
- Scored against your own returns scorecard
- Reported by rep, site, category and loyalty tier
- Human-handled and AI-handled conversations alike
Proof
What do Orvera's retail calls sound like?
Orvera AI's retail calls are three live recordings from retail and e-commerce operations, on the drivers that carry a contact center's volume: order status after the promised delivery date, a missed delivery on a parcel marked delivered, and an abandoned cart worked as an outbound follow-up. Each is resolved on the order and fulfillment systems already in place, then transcribed, summarized and scored.
Order status, after the promised date passed
What to listen for: how a stalled tracking event is explained, and what happens next.
Missed delivery on a parcel marked delivered
What to listen for: how the claim is taken, and where the authority line sits.
Follow-up on an abandoned checkout
What to listen for: how the incomplete order is opened, and what is asked.
Deployment lifecycle
Orvera AI connects to the OMS, carrier records, CRM and CCaaS a retailer already runs, and goes live through a structured lifecycle rather than a switch you flip and hope. Your returns policy tree, cancellation scripts and loyalty tiers become structured workflows, those workflows are tested across real scenarios before a single live call, and live performance sharpens them week over week.
01
Workflow creation
Your returns policy tree, cancellation scripts, loyalty tiers and past interactions are turned into structured workflows the agent follows.
02
Testing and validation
Workflows are tested across real scenarios for accuracy, escalation handling and compliance before a single live call.
03
Controlled deployment
Agents go live through a defined process, monitored and connected to your OMS, carrier records, CRM and CCaaS.
04
Continuous improvement
Live performance feeds back into the workflows, sharpening resolution and compliance week over week.
Speed to value
How long does deployment take for a retail contact center?
Orvera AI reaches full production deployment in a retail contact center in three to six weeks, starting from your own returns policy tree. Loyalty tiers are mapped into executable logic, tested and validated across scenarios before go-live, and deployed within your existing OMS, carrier records and CCaaS. Timelines depend on workflow complexity and enterprise requirements.
3-6weeks
to full production deployment.
- Your own returns policy tree and loyalty tiers mapped into executable logic
- Tested and validated across scenarios before go-live
- Deployed within your existing OMS, carrier records and CCaaS
Timelines depend on workflow complexity and enterprise requirements.
Enterprise-ready
Orvera AI scores every cancellation call on whether it was effectuated, whether the offer was made once, whether the decline was honored and whether the same-medium obligation was met. The federal click-to-cancel rule was vacated. The state obligation was never touched: California's amended automatic renewal law took effect July 1, 2025, and a retailer that stood its program down in July 2025 still owes it.
Cancellation evidence
Effectuated, offered once, decline honored, same medium. Scored every time.
Full audit logs
A complete report, transcript and summary for every interaction.
Granular controls
Permissions, guardrails and policy, configured per channel and use case.
How does a retailer get started with Orvera?
Orvera AI can be live before the next peak. Full enterprise deployment lands in three to six weeks on the OMS, carrier records and CCaaS a retailer already runs.