Case study: furrypari
A voice agent for a pet-supplies retailer
furrypari sells pet food and supplies across India and the UAE. Their agent answers product questions from the live catalogue and checks delivery coverage before it promises anything.
- Languages
- English and Arabic, each with its own voice
- Live systems
- Product catalogue and delivery coverage, queried mid-call
- Cost per call
- About four US cents, fully itemised
- Record kept
- Transcript, written summary and audio for every call
The problem
The same questions, all day
Most calls to a retailer are the same handful of questions: do you have this, what does it cost, do you deliver to me. They are easy to answer and expensive to keep answering.
They are also easy to answer wrongly. A stock number read from a copy made last night is worse than no answer, and a delivery promise to an address outside the coverage area is a complaint waiting to happen.
The build
What we built
It reads the real catalogue
The agent queries the live product API while the caller waits, so prices and availability are whatever the shop is actually showing at that moment.
It checks coverage before promising
Delivery is confirmed against the real serviceable-area list. Where an address is not covered, the agent says so plainly instead of guessing.
It ends calls properly
Hanging up sounds trivial and is not. The agent is bound by an explicit rule that a farewell and the hang-up happen together, because a goodbye followed by an open line is the failure callers notice most.
Every call is reviewable
A written summary of what the caller wanted and what happened, attached to the transcript, with the cost of that specific conversation broken down by component.
Listen in
A real call
Not a script we wrote for this page. Note the agent refusing a delivery it cannot make.
Hello, do you sell food for a small puppy?
We do. There is a Puppy Chicken DHA Formula, and a Puppy Chicken Pâté. Would you like the prices?
Do you deliver to Jumeirah?
Not to Jumeirah, no. Delivery covers Bengaluru, Chennai and Hyderabad at the moment.
That's all, thank you.
Thanks for calling. Goodbye.
Today
Where it stands
The agent answers from live data, refuses what it cannot deliver, and leaves a reviewable record of every call.
It is in production and we keep tuning it; the prompt work behind that hang-up rule alone went through forty measured trials.