Where is my order?
Answered before the rider parks.
Food-delivery and e-commerce companies get flooded at lunch and dinner: order status, wrong item, rider cannot find the address, restaurant closed, refund. TalkC's AI takes the first call from customers, riders and merchants, resolves what can be resolved from your order system, and routes the rest with the order number attached.
Three audiences, one phone line
The AI is trained on exactly these, from your own documents and your staff's answers.
Customer: where is my order?
Status and ETA from your order system; address confirmation for the rider.
Customer: wrong or missing item
Logged with the order ID and photo; refund or redelivery rules applied.
Customer: cancel or refund
Policy explained; request ticketed with the order ID; no money moved by the AI.
Customer: order by phone
Items read against the menu or catalogue, total confirmed, order created.
Rider: address and contact
Landmarks and the customer's confirmation; a call to the customer if needed.
Rider: payment and incentives
COD reconciliation, weekly incentives, app issues.
Merchant: pause the menu, rider late
Logged and routed to operations; menu status changed with integration.
Merchant: settlement and onboarding
Payout cycle, documents, how to join.
Peak hour
Unlimited concurrent calls, so lunch rush never means a busy tone.
Inbound and outbound, one system
Inbound: the AI answers
- ✓
Routing by who is calling
Customers, riders and merchants are recognised by number or by what they say and handled with the right script.
- ✓
Order lookups with integration
Status, ETA and items from your order API, read out in seconds.
- ✓
Phone ordering against the catalogue
Items matched to your menu or catalogue with the authoritative price, read back, confirmed, created with an ID. We run this for a retailer today.
- ✓
Refunds and complaints as tickets
The AI never issues money. It applies your policy, records the case with order ID and photo, and queues it for operations.
- ✓
Overflow and after-hours
Peak hours and midnight orders answered without a busy tone.
Outbound: the AI calls
- ✓
Delivery confirmation calls
Address and availability confirmed before dispatch for high-value or COD orders.
- ✓
Rider nudges
Calls a rider who has not moved; escalates to dispatch if unreachable.
- ✓
Re-order and win-back
Calls lapsed customers with a current offer; logs interest.
- ✓
Merchant onboarding follow-ups
Document-pending and activation calls for new restaurants and sellers.
From the support line to the delivery operation
Most clients start with the phone line. The same AI then takes over the rest of the process.
WhatsApp, Messenger, Instagram
- ●Order status, menu and photo requests on WhatsApp and Messenger
- ●Complaints with a photo become tickets with the order ID
- ●Product or dish videos sent on Messenger, as we do for a retailer today
- ●Riders and merchants on their own WhatsApp lines, staff in the same inbox
Order-system integration
Status, items and ETA from your API; order creation back into it. Scoped per platform.
Proactive calls from events
A rider stuck, a restaurant rejecting orders, a payment failure: events trigger calls automatically.
Complaint analytics
Categories, merchants and areas with the most complaints, with sentiment, weekly.
Per-minute statements
Postpaid billing with a statement page: every billed call, its duration and cost.
Where we stand on delivery
We have not published a food-delivery case study yet, and we would rather say so than invent one. The closest live deployments are:
- A machinery dealer in Dharan whose AI takes orders by phone and Facebook Messenger, creates delivery orders with IDs, sends product videos and calls customers back automatically. Case study →
- A ride-hailing platform's driver line handling 22,000+ calls a month, with rider support and WhatsApp document reading for a fleet partner. Case study →
The order desk, the rider and merchant routing and the dispatch logic are the same for food and parcels. If you run a delivery platform, we will build a pilot on your real order data and publish the numbers with you.
Sample: order status call (with order-system integration)
Caller
Mero order kaha pugyo? 20 minute bhayo.
AI
नमस्ते! तपाईंको नम्बरमा एउटा order छ, #48213, Thakali set बाट, rider ले ४ मिनेट अघि restaurant बाट उठाउनुभयो, १० देखि १२ मिनेटमा पुग्छ। ठेगाना Baluwatar, Bhatbhateni पछाडि नै हो?
Caller
Ho, tara gate blue cha bhanidinu.
AI
हस्, 'blue gate' rider लाई note गरिदिएँ। ढिलो भए यही नम्बरमा फोन गर्नुस्, म तुरुन्तै हेर्छु।
What we build it from
Knowledge base sources
- ✓Menu or catalogue with prices and availability
- ✓Delivery zones, fees and ETAs
- ✓Refund, cancellation and redelivery policy
- ✓Rider and merchant procedures, settlement cycles
- ✓Order system via API for live status
- ✓Escalation contacts for dispatch and merchant support
You edit the knowledge base and directory from the dashboard; we tune answers from real calls every week.
How we go live
- ✓
Scoping call, 30 minutes
Call types, systems, languages, staff hand-off rules.
- ✓
Knowledge base and persona
Built from your documents and staff; you review the answers.
- ✓
Number connected
Your existing number via SIP or PBX, or a new local number.
- ✓
Test calls, then live
Your team calls it first. Then real traffic, reviewed weekly.
What delivery operators ask
Do we need an integration for order status?+
For live status, yes: an API that returns the order by phone number or ID. Without it the AI takes the order number, explains the process and creates a ticket for your team.
Can it handle our lunch and dinner peaks?+
Yes. Concurrent calls are not limited by staff; one client runs 17 lines at once and more can be added.
Will the AI issue refunds?+
No. It applies your policy, records the request with the order ID and evidence, and queues it. A human decides on money.
What does a status call cost?+
A typical status call is under a minute: $0.03 to $0.06. See the pricing calculator.
Languages?+
Nepali with English mixed in, Hindi for Indian cities; 70+ languages supported.
Live demo line
Hear how a status call sounds. Call Tara, our own AI receptionist.
Tara answers TalkC's own phone line 24 hours a day in Nepali and English. Ask how the system works, what it can do for your business, or just interrupt her mid-sentence and see how she handles it. Normal call charges apply.
Nepal • 24/7 • other countries →
Pilot it on your real orders
Give us two weeks of call recordings and read access to order status. We run a pilot line and publish the numbers with you.
- ✓14-day free trial on the standard system, no credit card
- ✓Your own number, or keep the one you have
- ✓Nepali, Hindi, English and 70+ languages
- ✓Call records and customer data stored in Nepal on request
Request received
We will call or WhatsApp you shortly. Meanwhile, try the live line: +977 970-500-7877