How Voice AI Confirms Online Orders, Reduces Manager Workload, and Minimizes Shipping Errors

OMODA is a popular online retailer of clothing and accessories. Every day, the store receives a steady influx of online orders, and a noticeable percentage of customers enter incomplete or inaccurate information: they mix up Nova Poshta branches, provide the wrong delivery type, or forget essential details. Before HAPP AI entered the picture, managers were forced to manually call each customer to verify the address, confirm product quantities, and finalize the order before shipment — a repetitive, time-consuming task that drained focus and slowed operations.

What the OMODA AI Assistant Can Do

To solve this, HAPP AI integrated a voice assistant directly into OMODA’s CRM via API. From that moment on, the first contact with every new buyer became automatic. As soon as a manager marks an order as “new” or “in progress,” the assistant detects the update, pulls all customer data from the CRM, and initiates a call within seconds. During the conversation, the agent reads out what the customer purchased, the quantity, and the total cost, while double-checking every delivery parameter. This includes confirming whether the Nova Poshta branch is correct, whether the address needs changes, and whether all personal information is up to date. After completing the call, the system records the outcome — confirmed, not confirmed, needs clarification, or rescheduled — and ensures the customer will not receive duplicate calls for the same order.

What We Implemented Technically

One of the central technical challenges was preventing repeated calls and avoiding confusion between multiple orders appearing in the CRM within a short timeframe. To address this, HAPP AI built an internal log of processed orders, added verification rules before each call, and implemented post-call status management. This ensures the agent always knows precisely who was contacted and which orders remain untouched. Moreover, because the client’s CRM lacked convenient tagging mechanisms, HAPP AI assumed full control over the operational logic — from marking processed orders to handling exceptions and managing the call queue. In practice, the entire confirmation flow now operates on HAPP’s infrastructure.

Business Value (What Actually Improved)

The impact on the business became visible immediately. Managers no longer spend hours on repetitive confirmation calls, and the number of delivery mistakes dropped significantly due to consistent, structured data verification. The speed of first contact — now just seconds after order placement — increased customer trust and reduced cancellations. The system ensures every order receives a call, every customer receives confirmation, and the entire workflow functions autonomously without human oversight.

To highlight the uniqueness of this case, it’s important to note that the scenario differs from traditional AI call automation. Here, the assistant handles outbound confirmation calls, not inbound support. It reacts instantly to CRM events and performs a mission-critical operational function: confirming orders, preventing shipping errors, and accelerating dispatch. The flow involves non-standard CRM event handling via API and custom logic that eliminates call duplication — essential when customer volume is high and each interaction must be precise.

At the moment of preparing this case, OMODA has not requested additional features or expansion. The system runs stably and performs its primary function flawlessly: fast, accurate, AI-powered order confirmation.

Key Technical Elements (Condensed Overview)

• Real-time call triggering through CRM events (“new order” / “in progress”).

• Automated extraction of order data (customer details, delivery type, items, payment status).

• Internal mechanisms preventing repeated calls and order collisions.

Business Outcomes

• Reduced workload for managers previously handling repetitive confirmation calls.

• Fewer shipping errors due to clear, consistent data verification.

• Faster customer communication, leading to fewer cancellations and higher trust.

In conclusion, the OMODA × HAPP AI case demonstrates how voice AI can close one of the most sensitive stages in e-commerce: order confirmation. Integrated directly with the CRM, the assistant reacts in real time, contacts buyers immediately, and verifies every detail of the order. This removes human error, reduces delays, and eliminates routine tasks for the team. HAPP AI turned what used to be monotonous, resource-heavy calling into a stable, automated, and highly reliable operational process.