Where is my order?
The most common question in every online store. The answer is in the store or with the courier — Kolio reads it and says: “Order 1042 was handed to the courier today at 9:12.”
Support · Order, delivery and repair status
AI customer support that checks the status — no guessing. Where is my order? When does the table arrive? Is the watch repaired?
Kolio is AI customer support that recognises the customer by phone number, email or order number, reads the order, delivery or repair status from your online store, service system or ERP and answers by phone, web and email, 24/7. It reschedules appointments itself; order changes and complaints go to your team as a CRM task.
7 days free · no credit card · set up in minutes
01 · The agent itself
Checks the system and answers
- Order, delivery or repair status — read from your store, service system or ERP
- Who the consultant is, what to bring, opening hours — from the CRM and knowledge base
- Rescheduling or cancelling an appointment — in the Calendar, during the conversation
02 · Handed to your team
Anything with a financial consequence is decided by a person
- Change of delivery address, order cancellation, product exchange
- Complaint or damage on delivery — high-priority task
- Refund or credit note — the decision is always yours
By the Kolio team · updated
Reduce support workload
Reducing support workload: which questions keep your team busy?
Support teams are kept busiest by questions whose answer already exists in a system: where is my order, when is the delivery, is the repair done, who is my consultant.
Each takes the team three minutes — but there are dozens a day and they arrive at 7 pm too. Expectations are high: according to HubSpot Research, 90% of customers with a support question expect an immediate response, meaning within ten minutes, and Zendesk CX Trends 2025 reports that 63% would switch to a competitor after a single bad experience.
When does the delivery arrive?
Furniture, installation, building materials: the customer wants a date and time. Kolio gives the planned delivery slot from your system and logs a requested change for your logistics team.
Is the repair done?
Repair status by phone without waiting for the technician: Kolio reads the work-order status — in progress, waiting for a part, done — and says when the item is ready for pick-up.
Who is my consultant?
Who runs my project, what should I bring to the meeting, where is the location: the answer is on the CRM contact and in the calendar. Kolio gives it and sends the materials if needed.
Recognising the customer
How does AI customer support recognise the customer and protect their data?
AI customer support is an agent that gives an order status only to the customer it belongs to — so Kolio first establishes who it is talking to.
By phone it looks the customer up by the number they are calling from, by email by the sender address, and in the web chat it asks for the order number or email. It verifies the match on the CRM contact and in the connected system; where the company requires it in the instructions, it asks for one more detail before answering, such as the delivery postcode. If there is no match, it discloses nothing — it tells the customer your team will check and creates a task. What is stored and how is described on Security and GDPR.
- 1 · The customer identifiesPhone number, email or order no.
By phone Kolio reads the number the customer is calling from; by email the sender address; on the web it asks for the order number or email.
- 2 · MatchCRM contact + connected system
Kolio looks up the contact in the CRM and the order, delivery or work order in the connected system. It reads only what the company has connected.
- 3 · Extra confirmationA detail only the customer knows
Where the company requires it in the instructions, Kolio asks for the delivery postcode, the surname on the order or the repair date before answering.
- MatchAnswers from the system
“Order 1042 was handed to the courier today at 9:12, delivery tomorrow.” The conversation is saved on the contact.
- No matchDiscloses nothing, hands to your team
Kolio tells the customer your team will verify the details and creates a task with what the customer said.
Status sources
Where does the automated “where is my order” answer come from: store, service system or ERP?
Kolio builds the automated “where is my order” answer from the status it reads, at the moment of the question, from the system where the order lives — not from memorised text.
The company connects its online store, service system or ERP through ready-made integrations or MCP and API; Kolio reads, and never changes what the company has not allowed it to write. The same sources apply by phone, on the web and by email.
Online store
Order status, courier tracking number, planned delivery, payment method. Kolio answers: “The parcel is with the courier, delivery tomorrow by 14:00.” Integration: Online store.
Service system: repair status by phone
Work-order status — received, in progress, waiting for a part, done — and the expected date. The customer gets the repair status by phone in half a minute and the technician is not interrupted. Integration: Service and work orders.
ERP and business system
Delivery lead time, confirmed installation date, open items, documents. Kolio reads the status and keeps back what it must not disclose (amounts, for example). Integration: ERP and CRM.
Changes and complaints
Changes and complaints: what does the AI agent handle itself and what does it hand to your team?
For changes and complaints, Kolio handles exactly one thing itself: it reschedules or cancels an appointment in the Calendar, because that is the only change with no financial consequence.
A delivery address change, an order cancellation, a product exchange and a complaint are logged — with the order number, description and the customer's wish — and handed to your team as a task in the CRM. The customer is told who will handle it and by when; the decision on a refund, credit note or accepting a complaint is always yours.
| Customer request | Who handles it | What happens |
|---|---|---|
| Rescheduling or cancelling an appointment (repair, installation, consultation) | Kolio AI agent | checks the calendar, reschedules and sends a new confirmation — during the conversation |
| Order, delivery or repair status | Kolio AI agent | reads it from the connected system and answers — during the conversation |
| Change of delivery address or delivery slot | your team | Kolio logs the new address and creates a task for logistics |
| Order cancellation or product exchange | your team | Kolio logs the order number and the request; task for support |
| Complaint or damage on delivery | your team | Kolio records the description, asks for photos by email; high-priority task |
| Refund, credit note, accepting a complaint | your team | the decision is yours; Kolio tells the customer who will respond and by when |
What it resolves itself
How many questions does AI after-sales support resolve on its own?
Kolio's AI after-sales support resolves on its own every question whose answer is in a connected system or the knowledge base: order, delivery and repair status, appointments, who the consultant is, what to bring to a meeting, opening hours, terms.
What stays with your team you define in the instructions — anything that needs a decision or involves money arrives as a task with the transcript. Customers accept this, as Zendesk shows: 67% of consumers are ready to delegate tasks like tracking orders to AI; and according to Salesforce, 45% are more likely to use an AI agent if there is a clear path to your team — which is exactly what a task in the CRM is.
Example conversation
Example: an issue after implementation → a support task and an appointment
In the demo call Mr Baxter calls Norevia Ltd on Wednesday at 10:02: his system was implemented in June and since last week he can't see the monthly reports.
Lina, the AI agent, recognises him by his number, logs the issue as a task for James Porter in support and offers a support hour, which she books in the Calendar — next Monday at 10:00. She promises nothing about the cause of the fault: your team checks that, with the task, contact and full transcript in the CRM. As with Ms Cole in the screenshot: her appointment was moved by the agent itself, because that is what it is allowed to do.
AI customer support is an agent that recognises the customer by phone number, email or order number, reads the order, delivery or repair status from a connected system and gives it only to the customer it belongs to. It reschedules appointments itself; any change with a financial consequence goes to your team as a task in the CRM.
How to set it up
How do you set up AI customer support in three steps?
01 Connect the status source: store, service system or ERP
Pick a ready-made integration or connect your own system via MCP or API. Define what Kolio may read — that is all it will ever say.
02 Write in the instructions what it may do itself and how it recognises the customer
In plain sentences: “Give the order status when the order number and postcode match. Log a complaint and hand it to support.”
03 Set the task assignees for support, logistics and complaints
Every handed-off request reaches the right person as a task with priority, summary and transcript. Try it in the simulator before switching on the phone.
FAQ
Frequently asked questions about AI customer support
How does the AI agent know it is talking to the owner of the order?
The Kolio AI agent recognises the customer by the phone number they are calling from, the sender's email address or the order number, and verifies the match on the CRM contact and in the connected system. If the company requires it in the instructions, it asks for one more detail before answering, such as the delivery postcode; without a match it discloses no status and hands the request to the company's team.
Can the AI agent change the delivery address?
The Kolio AI agent does not change the delivery address itself: it logs the new address and the order number in the CRM, creates a task for the company's logistics team and tells the customer who will confirm the change and by when. On its own it only reschedules or cancels an appointment in the calendar, because that is the only change with no financial consequence.
What does the AI agent say if the order is not in the system?
If the status is not in the connected system, Kolio neither guesses nor invents it: it tells the customer the company's team will check, records what the customer said and creates a support task with the conversation transcript. The customer learns who will get back to them and by when.
What happens to a complaint the customer makes by phone?
The Kolio AI agent records the complaint on the CRM contact with the order number, a description of the problem and the customer's wish, asks for photos by email if needed and creates a high-priority task for the company's complaints owner. Whether the complaint is accepted, refunded or credited is the company's decision — Kolio does not promise it.
Does the customer know they are talking to an AI agent for support?
The Kolio AI agent introduces itself as the company's agent, for example “Norevia, this is Lina”, and when asked directly says it is an AI agent; the company sets the wording in the instructions. According to Salesforce's State of the AI Connected Customer 2024, 72% of customers say it is important to know whether they are communicating with AI.
How much does AI customer support with Kolio cost?
AI customer support is part of every Kolio plan: subscriptions start at €49 per month, and the first 7 days are free with no credit card. The price includes phone, web and email plus the CRM with tasks; integrations with your store, service system and ERP depend on the plan.
Reduce your support workload — start for free.
Connect your store or service system, write down what the agent may do itself and try it in the simulator. No credit card.
7 days free · cancel any time
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