Every order question answered before it becomes a ticket
Where is my order, can I return it, does it come in blue. Synth answers with live order and stock data, and issues refunds and exchanges inside the rules you set.
of contacts resolved without an agent
cost per contact in the first quarter
median reply on chat
from contract to live traffic
The conversations that fill a retail queue
Seven intents make up almost every retail contact. Each one maps to a flow that ships with the retail pack, and you can change any of them.
Where is my order
“It said Tuesday and it is Thursday”
34%
92%
Returns and exchanges
“Can I swap this for a medium?”
21%
81%
Product questions
“Is the jacket waterproof or just resistant?”
15%
88%
Delivery changes
“Can you leave it with a neighbour?”
11%
74%
Payments and promo codes
“My discount code did not apply”
9%
69%
Account and loyalty
“Where did my points go?”
6%
77%
Everything else
“Complaints, press, the unexpected”
4%
To a person
The model writes the reply. The flow moves the money.
Returns run as fixed steps you can read. The language model understands the customer and writes in your voice, but whether a refund is allowed is decided by a rule, every time.
Return windows, final-sale items and refund limits set per market
Exchanges checked against live stock before they are offered
Labels created with your carrier, refund released on first scan
Anything outside policy handed to a person with the case attached
The jacket is a bit small. Can I swap it for a medium?
Exchange placed
Inside the window, medium in stock
Black Friday without the hold queue
Contacts tripled across peak week at one fashion retailer. The agent took the extra volume and the support team stayed the size it was in October.
19,600contacts on Cyber Monday, 82% resolved by the agent
- All contacts
- Handed to a person
Connected to the systems that hold the answers
The retail pack comes with connectors for the usual stack. Each one lists exactly what the agent can read and what it is allowed to change.
Storefront
Catalogue, prices, stock by size
Nothing
Order management
Orders, fulfilment, tracking
Delivery notes, exchanges
Payments
Charges and refund status
Refunds inside policy
Returns portal
Open returns and labels
New returns, labels
Loyalty
Points, tier, history
Goodwill points, capped
Helpdesk
Past tickets
Hand-offs with a summary
parcelry
“We used to review fifty tickets a week and hope they were typical. Now every conversation has a score, and the first thing we fixed was a flow we thought was fine.”
Priya Raman
VP Customer Operations, Parcelry
−38%
handle time in the first quarter
Questions retail teams ask
Which commerce platforms does Synth connect to?
Can the agent issue refunds on its own?
How does it handle peak season?
Does it answer product questions from our catalogue?
