Custom AI — RETAIL
AI Receptionist for Retail & eCommerce
Custom AI — engineered for retail and eCommerce operators. Not a templated SaaS plan.
The phone is the new chat. Customers don't want to dig through your FAQ — they want to call and ask "where is my order." Aria handles order status, returns, exchanges, and appointment-based retail like private jewelry consultations or furniture showroom visits.
How Aria handles a call.
Five things happen on every inbound call — without your team picking up the phone.
Chatbots failed. Customers came back to calling.
A decade of chat widgets, help center articles, and email auto-responders trained customers to one thing: when something actually matters, call. Order missing. Return question on a $400 piece. "Do you have this ring in a size 7." Furniture delivery rescheduled. The phone became the channel for the questions that matter most — and most retailers haven't staffed for it.
Aria from Velzyx is built to handle retail and eCommerce phone volume the way a senior store associate would — with order lookup, return policy knowledge, appointment booking for showroom or consultation services, and clean escalation when a human is needed. Configured per store around your systems, your SKUs, and your policies.
Pain 1 — "Where Is My Order"
The single highest-volume retail call is order status. It's also the easiest to handle systemically — if anyone is staffed to handle it.
Pain 2 — Returns and Exchanges
Customers want to confirm return windows, get RMAs, and know what counts as "unused." Inconsistent answers across staff erode trust.
Pain 3 — Appointment Retail
Jewelry consultations, custom furniture design, bridal fittings, watch service — high-value retail needs scheduled time, not walk-ins.
Pain 4 — Inventory Questions
"Do you have this in store" calls bury staff. Wrong answers send customers to closed locations or to a competitor that did pick up.
Pain 5 — Holiday and Promo Spikes
Black Friday, Mother's Day, holidays — call volume spikes 3-5x and staff is already on the floor selling. Phones go unanswered.
Configured around your eCommerce platform, your POS, your policies.
Order Status, Self-Serve
Aria looks up orders by email, order number, or phone, reads back current status, tracking, and expected delivery. No human required for the highest-volume call type.
Returns & Exchanges
Aria confirms return eligibility against your policy, initiates an RMA, generates a return label through your system, and explains next steps. Consistent answers, every call.
Appointment Booking
For appointment-based retail — jewelry consults, design studios, watch service, bridal fittings — Aria checks live calendar availability, books the slot, and sends confirmations.
Store & Stock Questions
Hours, location, in-store inventory (when connected to your POS), reservation holds — Aria handles the routine without pulling associates off the floor.
Promo & Policy Lookups
"Is the sale still on," "do you price match," "do you ship to Canada" — Aria knows because the deployment is configured with your current promos and policies.
Escalates Real Issues
Damaged shipments, disputes, complex custom orders — Aria captures the context and routes to the right person, never punting an unhappy customer to voicemail.
What Aria actually sounds like on a retail line.
Aria looks up the order, reads back the actual status (in production, shipped, scheduled for delivery), provides tracking, and offers to text the link. If the order is genuinely delayed past commitment, Aria flags it for follow-up by your customer service lead.
Aria checks consultant availability, books a private appointment, captures budget range and style preferences if the caller offers them, and sends a confirmation with what to expect. The store gets a qualified, prepared appointment.
Aria checks your return policy (say, 30 days), explains the situation honestly, and either confirms a courtesy exception (if your rules allow) or offers store credit per policy. No staff time, no escalation needed for routine cases.
Aria pulls up the delivery order, checks Thursday route availability with your logistics system, makes the move, and confirms. The customer doesn't get bounced between sales and delivery.
Aria confirms current promotions, exclusions, end date, and how to apply — consistent for every caller. No "let me check with someone" or wrong promo dates.
Three reasons retailers choose Aria.
Connects to your stack
Aria looks up real orders, real inventory, real appointments — not generic answers. We integrate per store with your eCommerce platform, POS, and scheduling tools.
Handles the appointment side
Pure-eCom support tools don't book appointments. Pure-scheduling tools don't read order status. Aria does both because most modern retail is hybrid.
Built for the spike
Aria doesn't melt under holiday volume. The Saturday that drowns your store team is just another day on the line.
Typical reduction in routine inbound to live agents
Order lookup and returns, every day
Concurrent call capacity vs. a single live agent
What retailers actually ask us.
Does Aria connect to my eCommerce platform?
Aria works with most major eCommerce platforms for order lookup, return initiation, and inventory checks. We confirm compatibility during scoping.
What about my POS for in-store inventory?
If your POS has an inventory API or syncs to your eCommerce platform, Aria can answer "is it in store" questions accurately. We confirm during setup.
Can it handle returns end-to-end?
Aria initiates RMAs, generates return labels via your system, and explains next steps. It does not process refunds — that stays with your team or your automated rules — but it removes the back-and-forth that consumes agent time.
What about appointment-based services like jewelry repair?
Aria books appointments, captures item details for repair intake (with photos via follow-up text if needed), and queues the work order for your team. Configured per store.
How does Aria handle angry customers?
Aria de-escalates calmly, captures the issue, and routes to a human when the situation calls for one — with context already gathered so your team picks up a real conversation, not a cold one.
What's the pricing?
Aria is custom-built per practice, so pricing depends on call volume, integrations, and the scope of order and appointment handling. We scope it on the first call.
How long does setup take?
Typical retail onboarding runs three to five weeks, including eCommerce integration and policy mapping. We don't push live until your answers are accurate.
Will Aria upsell or cross-sell?
Only if you want it to, and only honestly. Aria can suggest add-ons during order or appointment flows (extended warranty on a watch, care plan on furniture), but it never invents incentives or runs high-pressure tactics. Tone is tuned per brand.
What about multi-location retailers?
Aria can route by store, check store-specific inventory and hours, and book appointments at the right location based on caller intent or ZIP code. Multi-location is configured during onboarding.
Aria isn't one-size-fits-retail.
A jewelry boutique's call patterns aren't the same as a furniture showroom's, and neither matches a pure-play eCommerce returns line. We build Aria configurations per category because the script structure, the integrations, and the escalation rules differ in ways that matter.
Jewelry & Watches
Private appointment booking, repair intake, sizing questions, ring resize quotes. Sensitive to discretion and follow-up.
Furniture & Home
Delivery scheduling and rescheduling, white-glove logistics coordination, design consultation booking, lead-time questions.
Specialty & Boutique eCom
Order status, returns and exchanges, sizing and fit questions, restock notifications, gift card and store credit lookups. See how Aria is configured for your retail vertical.
The phone is back. Be ready for it.
Order status, returns, appointment bookings — let Aria handle the volume so your store team can sell.
See it work for retail →