The AI Voice Agent is designed to help merchants recover high‑intent customers who abandon their cart during checkout. It uses automated outbound voice calls to proactively re‑engage customers, understand objections, and assist them in completing their purchase—without human agent involvement.
Objectives
Enable merchants to recover high‑intent drop‑offs (Abandoned Checkout) using automated outbound AI Voice calls.
Increase recovery and conversion rates from intent‑based journeys
Reduce dependency on human agents for cart recovery use cases
Call Journey (Customer Experience)
End‑to‑end customer call flow
Customer triggers an intent event (Abandoned Checkout)
AI Voice journey conditions are met
An outbound AI Voice call is placed to the customer
During the call, the AI Voice Agent:
Greets the customer and introduces the reason for the call
Handles objections and queries using available order and customer context
Offers a discount (if enabled during onboarding)
Updates delivery address based on customer request (if applicable)
Pitch for order placement.
Possible Call Outcomes
Order placed during the call (with or without address change)
Customer requests a payment link
Customer was disinterested in the order; the reason is recorded in the call.
Call is unanswered, declined, or disconnected
Call ends and the outcome is recorded in the system
Setup Flow
The AI Voice Agent setup consists of two major steps:
Onboarding (Workspace & Agent creation)
Flow Configuration (Abandoned Cart journey)
Flow Configuration (Abandoned Cart Journey)
Create Abandoned Cart Journey
Create an Abandoned Cart journey
Add a Delay Block
Minimum delay: 5 minutes
From the right panel, under BIK AI, add the AI Voice Agent block
AI Voice Agent Block Configuration
COD option is available only if COD was enabled during onboarding
Discount configuration is available only if discounts were enabled during onboarding
Journey Execution
Once the Abandoned Cart event is triggered:
The flow is picked automatically
An outbound AI Voice call is initiated
During the Call, the Customer Can:
Place the order directly via voice
Ask for a discount (if enabled)
Request an address change
Agent Block Nodes
The AI Voice Agent block contains the following nodes:
1. COD Node (Conditional)
Available only if COD is enabled during onboarding
Executed when a COD order is successfully placed during the call
2. Fallback Node – Send WhatsApp Message
Triggered when:
COD is not applicable
Customer requests follow‑up
Typically used to send a WhatsApp message (e.g., payment link or reminder)
Exposed Variables (AI Voice Agent)
During flow configuration, the AI Voice Agent exposes runtime variables that can be used in subsequent blocks (such as Other Action, Conditions, or WhatsApp blocks).
How to Access Variables
Open the Variable Picker in any configurable field
Navigate to AI Variables
Select AI VOICE AGENT #1 (or the relevant agent instance)
Available Variables
1. paymentMode
Indicates the payment mode selected during the call
Example values:
COD
Online / Payment Link
Useful for conditional branching (e.g., COD vs non-COD flows)
2. whatsappReason
Captures the reason for sending a WhatsApp message after the call
Common use cases:
Payment link requested
Call follow-up
Order not completed on call
3. draftOrder
The draftOrder object contains all variables related to the order created during the AI Voice call.
These variables are typically used in:
Apply Shipping on Draft Order action
Complete Draft Order API call
Conditional checks and post-call workflows
Note: Since orders created via AI Voice calls are draft orders, the draftOrder variable is critical for completing the purchase journey.
Call Logs & Monitoring
All AI Voice calls can be tracked from the dashboard:
Navigate to: https://dashboard.bik.ai/inbox/call_logs
Select the AI Voice Agent tab
Available Call Details
Customer phone number
Customer name
Journey name
Call status
Order placed (Yes/No)
Payment link requested
Address changed (Yes/No)
Call duration
Call date
Call recording
Call Concurrency & Retry Logic
The following configurations are applied automatically:
Concurrent calls: 5
Retry attempts (No pickup): 2
Retry attempts (Low engagement): 1
Max reschedule count: 1
These limits ensure controlled outreach while maximizing recovery opportunities.
Important Implementation Notes
Draft Order Creation via AI Voice Call
Orders created during an AI Voice call are created as Draft Orders.
To complete the purchase, you must use the Complete Draft Order API via the Other Action block in the journey.
Shipping Charges Handling
Shipping charges are not applied during the voice call.
To apply shipping charges:
Use the Other Action block
Select Apply Shipping on Draft Order
This step is mandatory to ensure correct order total before completing the draft order.
Discount Handling Logic
There are two types of discounts that may apply:
Cart-level discount already applied by the customer before abandoning checkout
Voice Agent discount configured in the AI Voice flow
If both discounts are present, the final discount applied to the order is the sum of both values.
The AI Voice Agent does not override existing cart discounts.
Frequently Asked Questions (FAQs)
1. What is an Abandoned Checkout?
An abandoned checkout occurs when a customer adds items to their cart and initiates checkout but does not complete the purchase.
2. When is the AI Voice call triggered?
The AI Voice call is triggered after an Abandoned Checkout event occurs and the configured delay (minimum 5 minutes) in the journey is completed.
3. Can the AI Voice Agent place an order on behalf of the customer?
Yes. The AI Voice Agent can help the customer place an order during the call, including confirming details and completing the checkout.
4. Can the agent offer discounts during the call?
Discounts can be offered only if discount offering is enabled during onboarding. If disabled, the agent will not pitch or apply discounts.
5. Is Cash on Delivery (COD) supported?
Yes. COD is supported only if it is enabled during onboarding. When a COD order is placed successfully, the COD node in the agent block is executed.
6. What happens if the customer does not answer the call?
If the call is not answered:
The system retries up to 2 times for no pickup
Calls are retried based on the configured retry interval
If still unanswered, the journey proceeds based on fallback logic
7. What is considered low engagement during a call?
Low engagement typically includes scenarios where the customer does not respond meaningfully or disconnects early. In such cases, 1 retry attempt is made automatically.
8. Can the customer request a payment link instead of placing an order on the call?
Yes. Customers can request a payment link during the call, and this outcome is recorded in call logs. A follow-up (such as WhatsApp) can be triggered via the fallback node.
9. Can customers change their delivery address during the call?
Yes. The AI Voice Agent can handle address change requests during the call if the customer asks for it.
10. How many calls can be made at the same time?
The system supports up to 5 concurrent AI Voice calls by default.
11. How many retry attempts are made per customer?
No pickup: 2 retry attempts
Low engagement: 1 retry attempt
Max reschedule count: 1
12. Where can I view call details and recordings?
You can view all call details and recordings in the dashboard:
Navigate to Inbox → Call Logs
Select the AI Voice Agent tab
13. What call details are available in the logs?
The call logs include:
Customer phone number and name
Journey name
Call status
Order placed status
Payment link requested
Address changed
Call duration and date
Call recording
14. Do I need a human agent to manage these calls?
No. The AI Voice Agent is fully automated and designed to reduce dependency on human agents for abandoned cart recovery use cases.
For further assistance or to raise feature requests related to Ai voice agent, please contact [email protected].