Order Tracking & Product Support Agent

EmpireShop, a Polish premium pet food retailer, needed round-the-clock phone support that its small Monday-to-Friday team couldn’t cover on its own. We built Piotr – a Polish-speaking AI voice assistant deployed on VAPI and orchestrated through n8n – to handle the entire customer support lifecycle, every hour of every day. Piotr retrieves live order status and shipment tracking through the Apilo API and automatically texts customers a tracking link via Twilio. He answers detailed product questions across roughly 200 SKUs using a hardcoded-facts-first architecture backed by a Pinecone retrieval-augmented generation (RAG) knowledge base, guaranteeing zero-hallucination accuracy on high-stakes details like allergens, composition, and pricing. A structured profile-gate flow powers tailored product recommendations, while a deterministic working-hours gate ensures calls are transferred to human consultants only when they’re genuinely available – capturing a message at all other times. The result is a single automated system delivering accurate, on-brand, Polish-language support 24/7, with no human coverage gaps.