# Order Status (WISMO) Deflection — E-commerce AI agent | Mihu AI

E-commerce · Support

# Order Status (WISMO) Deflection

Resolve routine order, shipping and returns questions instantly and cut cost-to-serve.

Set up this outcome

## Apps this needs

Store Platform Shopify, WooCommerce or your storefront for carts, orders & status. Connect during setup

WhatsApp Business Send confirmations and let customers reply on WhatsApp. Connect during setup

Inbound Email Let the agent read and answer email enquiries. Connect during setup

SIP Trunk Route inbound & outbound calls through your phone system. Connect during setup

CRM Salesforce, HubSpot or your local CRM for leads & contacts. Connect during setup

## How it works

Customer asks about an order, delivery or return via chat, WhatsApp, SMS, voice (Twilio, 3CX, RingCentral or a carrier SIP trunk) or email.

Agent verifies the order and pulls live tracking / status from the OMS and carrier tracking API.

If tracking shows an exception — delay, failed attempt — explains it with next steps, not just the tracking number.

Answers from your help centre / policies (returns, exchanges, refunds) and starts a return or resend where allowed.

Escalates complex cases to a human with a full summary attached.

Logs the interaction to the CRM to avoid duplicate ticket creation.

## Data sources

Orders & fulfilment Tracking / carrier Help centre / FAQ CRM

## What it targets

Tier-1 tickets deflected Target 45%

Median resolution time Target 40s

CSAT vs baseline Target +8pts