Returned.com makes online returns a breeze with its new AI voice agent

Online shopping returns platform Returned.com has launched a new voice AI feature that eliminates customer service wait times by automatically handling return requests through its AI Return Agent, BoughtBot.

Key innovation: The new voice AI capability integrates with Returned.com’s existing AI Return Agent to manage complex return scenarios without requiring direct customer interaction with retailers.

• The system can bypass phone menus, communicate naturally with representatives, and negotiate return policies and exceptions
• The technology operates seamlessly in the background while processing returns
• The service currently supports over 131 major retailers

Technical implementation: The voice AI leverages natural language processing to ensure smooth communication with customer service systems while maintaining compliance with retailer protocols.

• The AI Return Agent intelligently deploys voice capabilities when additional support is needed
• Users benefit from automated handling of complex scenarios without directly interfacing with the voice AI
• The system has undergone extensive testing to ensure natural and effective communication

Business impact: Since its October 2024 app launch, Returned.com has expanded its capabilities to address growing return volumes in e-commerce.

• The solution aims to save time and resources for both consumers and retailers
• The platform strengthens retailer-consumer relationships through streamlined processes
• The company’s Chief Product Officer, Eliza Lin, emphasizes this launch as an initial step in leveraging AI to save users’ time

Company background: Founded in 2023, Returned.com focuses on simplifying the online shopping return experience.

• The company combines advanced AI technology with personalized support
• The platform aims to eliminate return-related stress for consumers
• The service integrates both chat and voice capabilities for comprehensive return management

Market implications: As e-commerce return volumes continue to grow, automated solutions like Returned.com’s voice AI feature may reshape how retailers and consumers handle product returns, potentially setting new standards for customer service efficiency in online retail.