Fashion brand struggling with 30% return-to-origin on COD orders deployed AI voice for verification calls. Result: 40% RTO reduction, 70% query automation, ₹25L annual savings.
RTO Reduction
Query Automation
Annual Savings
CSAT Score
A fast-growing D2C fashion brand in Mumbai was losing money to COD returns:
30% RTO rate on COD orders - costing ₹150-200 per failed delivery
Customer support overwhelmed with 'Where is my order?' (WISMO) queries
No way to verify customer intent before shipping expensive items
Manual verification calls reaching only 20% of COD orders
Poor customer experience - long wait times, no Hindi support
Monthly COD Orders
15,000+
Monthly RTO Loss
₹7.5L
WISMO Queries/Day
500+
AI voice for COD verification and order status automation
AI calls within 30 minutes of order to confirm address, product, and payment intent
Proactive calls for dispatch, out-for-delivery, and delivery confirmation
AI speaks in Hindi, Marathi, Tamil - matches customer's preferred language
AI identifies risky orders based on tone and responses, flags for review
Order Placed
Customer places COD order on website
AI Calls (30 min)
AI calls to confirm order, address, and intent
Confirmation SMS
Order confirmed, SMS with tracking sent
Delivery Call
AI calls 1 hour before delivery to confirm availability
AI
नमस्ते! मैं FashionBrand से बात कर रही हूं। आपने अभी एक order place किया है - Blue Kurta Set, ₹1,499. क्या मैं confirm कर सकती हूं?
Customer
हां, मैंने order किया है।
AI
Perfect! Delivery address है - 123 ABC Colony, Andheri West, Mumbai 400053. क्या यह सही है?
Customer
हां, सही है।
AI
धन्यवाद! आपका order confirm हो गया। 3-5 दिनों में delivery होगी। Cash on Delivery ₹1,499 ready रखें। Tracking details SMS पर आ जाएंगे।
Measured results after 6 months
40%
RTO Reduction
Before
30% RTO rate
AI confirms orders before shipping
70%
Query Automation
Before
0%
WISMO and status queries handled by AI
₹25L
Annual Savings
Before
Manual process
Reduced call center and RTO costs
4.5/5
CSAT Score
Before
3.8/5
Customer satisfaction improved significantly
RTO reduction savings (4,500 fewer returns × ₹175 avg)
₹7.9L/year
Call center cost reduction (3 agents saved)
₹12L/year
AI voice platform cost
-₹4.8L/year
Net Annual Savings
₹15.1L
“COD verification calls reduced our return-to-origin by 40%. The AI confirms orders in Hindi and Marathi naturally. Customer satisfaction jumped from 3.8 to 4.5 - customers actually thank us for the confirmation call.”
Customer Experience Head
D2C Fashion Brand, Mumbai
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