AI Phone Order Taking
A voice AI system that takes orders by phone, confirms items and delivery details with the caller and enters the order into your ordering platform.
The problem
Many businesses still receive a meaningful share of orders by phone, particularly from repeat and trade customers. Each call needs someone to listen, look up products, note quantities and addresses, and key everything in afterwards. It is slow, ties up staff at peak times and leaves room for transcription errors.
When the line is busy the caller waits, calls back later or orders elsewhere. Adding staff to cover peaks is expensive, and web checkout does not suit every customer. The task is structured enough, with products, quantities, address and payment method, that it lends itself well to automation.
What it automates
Answering order calls without a queue
Understanding product names, variants and quantities spoken naturally
Matching requests to your product catalogue
Collecting contact, delivery and billing details
Reading the order back for the caller to confirm
Creating the order in your e-commerce or order management system
Sending an order confirmation by message or email
How it works
Connect the product catalogue
The system needs a reliable list of products, variants and rules so it can match what callers say to real items.
Design the order conversation
We script the flow from greeting to read-back, including how to handle unclear items, out-of-stock products and changes of mind.
Integrate with your order system
Confirmed orders are created through your platform's API or an intermediate workflow, so staff see them like any other order.
Decide how payment is handled
Depending on your setup, payment can be a secure link sent after the call or an existing account arrangement. Card details are not spoken aloud unless a compliant method is in place.
Test with realistic calls
We test with real product names, accents and awkward requests, and set clear triggers for handing calls to your team.
A good fit when
A meaningful proportion of your orders still arrive by phone
Your catalogue is structured and kept reasonably up to date
Peaks in call volume cause missed calls or long waits
Orders follow a repeatable pattern rather than bespoke quotes
Honest limits
Product recognition is only as good as your catalogue data. Similar-sounding items and unusual names need careful testing.
Payment by phone carries card-security obligations. We generally recommend a secure payment link rather than taking card numbers by voice.
Large or high-value orders may be better confirmed by a person before they are processed.
Built by
Real builds
Where this applies
Frequently asked questions
Can an AI really take orders over the phone accurately?
For structured orders, yes, provided the catalogue is clean and the flow includes a read-back for the caller to confirm. Accuracy should be measured on real calls before launch, and unusual requests can be passed to staff.
How are orders passed into our existing system?
Through an integration with your e-commerce or order management platform, typically via its API or a workflow tool. The order appears in the same place as web orders, so fulfilment does not change.
What about taking card payments?
We normally avoid taking card numbers by voice. A common approach is sending a secure payment link by text or email during or after the call. Your payment provider and compliance advisers should guide the final design.
What if the caller wants something the system cannot handle?
The flow includes a fallback, such as transferring to a member of staff during opening hours or taking a message for call-back. You decide which situations trigger it, for example complex changes or complaints.