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Retail Voice AI

Pet Store AI Caller

An AI voice agent that answers every incoming call for a busy pet retail chain - handling stock enquiries, grooming bookings, and delivery status updates with a human-like voice and zero wait times.

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Pet Store AI Caller - voice AI automation

100%

Call Answer Rate

+45%

CSAT Score

Missed Calls

Call Capacity

The Challenge

Peak hours were costing sales and customers

A regional pet retail chain with three locations was receiving 150+ calls per day. During weekend mornings and holiday seasons, call volume spiked far beyond what two staff members could handle. Customers were put on hold, calls went unanswered, and frustrated shoppers simply went elsewhere.

call_missed

Missed Revenue

30% of calls during peak hours went unanswered - each one a potential grooming booking or product sale walking to a competitor.

hourglass_empty

Long Hold Times

Average hold time reached 8 minutes during busy periods - a poor experience that directly damaged customer satisfaction scores.

repeat

Repetitive Load

70% of all calls were the same five questions - stock availability, grooming prices, store hours, delivery status, and breed-specific food stock.

The Solution

A voice AI that sounds like your best employee

We built a custom AI voice agent on Twilio and ElevenLabs, trained on the store's full inventory, grooming schedule, and FAQs - capable of handling unlimited simultaneous calls.

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Human-Like Voice

ElevenLabs voice cloning creates a warm, natural voice for the store - callers consistently rate it as natural in post-call surveys.

inventory_2

Live Inventory Check

The AI queries live stock levels across all three locations in real-time - telling callers exactly which store has what, and offering to hold items.

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Grooming Booking

Callers can book, reschedule, or cancel grooming appointments entirely by voice - the system updates the booking calendar automatically.

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Delivery Tracking

Integrated with the delivery platform to give callers a real-time estimated arrival window - no more "let me check and call you back."

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Smart Transfer

Complex veterinary questions or unhappy customers are immediately transferred to a human staff member with call context sent via SMS in advance.

analytics

Call Analytics

Every call is transcribed and categorised - giving the owner a weekly report on top enquiry types, peak hours, and inventory demand signals.

System in Action

Every Call Answered. Every Question Resolved.

Representative call transcripts from the live system. Customer names and numbers are redacted.

Voice Call: Grooming Appointment Booked in 90 Seconds

The AI answers with the store name, collects breed and size, checks the schedule, and confirms the booking — without putting the caller on hold or involving any staff.

Call Log · Inbound · Duration: 1m 34s

call

Inbound · +1 (732) 555-████ · Grooming Inquiry

Saturday Nov 9, 2024 · 10:12 AM · Duration: 1m 34s

✓ Appointment Booked

Thank you for calling! I'm the scheduling assistant. How can I help you today?

person

Hi, I'd like to book a grooming appointment for my dog this Saturday if possible.

We have Saturday at 10:00 AM and 2:00 PM available. What breed and size is your dog?

person

Golden retriever, about 55 lbs, medium-long coat.

✓ Booked! Full groom for a large dog — Saturday at 10:00 AM. Price: $72. You'll get a confirmation text shortly. See you Saturday!

task_alt Appointment created · Confirmation SMS sent · Staff calendar updated automatically

100%

Calls
answered

<5s

Answer
time

24/7

Incl. evenings
& weekends

+45%

CSAT
improvement

Customer number redacted. Staff see the booking in their calendar without ever taking the call.

Call Log: Every Inquiry Handled, Logged, Resolved

The system handles every call type — grooming bookings, stock queries, delivery status, store hours — and logs each one with outcome and duration. Staff see a clean summary, not a pile of missed calls.

Voice AI Dashboard · Call Log · Nov 9, 2024

Today: 47 calls · 41 resolved auto · 6 transferred

87% Auto-Resolved

Time

Intent

Duration

Outcome

10:12 AM

Grooming booking

1m 34s

✓ Booked

10:31 AM

Stock: Royal Canin availability

0m 52s

✓ Resolved

11:04 AM

Delivery status inquiry

1m 12s

✓ Resolved

11:47 AM

Veterinary referral request

0m 38s

↗ Transferred

12:15 PM

Grooming booking

1m 18s

✓ Booked

87%

Calls resolved
without staff

Missed calls
since go-live

20h/wk

Staff time
reclaimed

Customer numbers redacted. Transfers include a full call summary so staff never start a conversation cold.

Tech Stack

Voice AI infrastructure built to scale

call

Twilio

Call routing & PSTN

record_voice_over

ElevenLabs

Voice synthesis

psychology

GPT-4o

Conversation brain

code

Custom Python API

Inventory & booking bridge

The Results

Every call answered. Every time.

100%

Call answer rate - zero calls go to voicemail or ring out

+45%

Customer satisfaction score vs. previous phone experience

Effective call capacity - handles simultaneous peak-hour volume

£18k

Estimated annual revenue recovered from previously missed calls

star star star star star

"Saturday mornings used to be chaos - phones ringing off the hook while my team tried to serve customers in store. Now the AI handles every call. Customers get instant answers, grooming bookings fill up automatically, and my staff can actually focus on the shop floor."

storefront

James W.

Owner, A pet supply chain, Washington, DC