Executive Summary
Siakos Meats, Greece’s largest online butcher shop, used Voice Logica’s AI phone customer service to support customers who call before completing their online purchases.
The AI Voice Agent searches the live product catalog, provides information about delivery availability and guides callers to the online store. When needed, it sends a link by SMS or transfers the call to the customer service team.
In its first three and a half months of operation, it handled nearly 5,000 phone calls, providing 83+ hours of automated customer service with 24/7 availability.
The Challenge
As Greece’s No. 1 Online Butcher Shop, Siakos Meats serves customers across the country every day. Although orders are mainly placed online, many customers choose to call before buying. They seek information about product availability and specifications, delivery areas, collection times or the ordering process.
For Siakos Meats, these repetitive questions created a daily workload for the customer service team.
Calls Concentrated During Peak Hours
The highest call volumes occurred between 10:00 and 15:00. The business needed a way to provide immediate information, support the path to purchase and keep the team available for requests requiring human handling.
The Solution
Voice Logica implemented a customized Inbound AI Voice Agent connected to the business’s live product catalog.
Product Information from the Live Catalog
The Agent searches for products directly in the catalog and recognizes both official product names and the everyday terms customers use.
This access uses Voice Logica integrations with business systems, ensuring that information provided over the phone is based on the business’s data.
Online Ordering Guidance
The AI Voice Agent explains how to purchase through the online store. Where needed, it sends a link by SMS, helping customers move from a telephone enquiry to an online order.
Delivery Zone Checks
The Agent asks for the postal code, confirms each digit and looks up the corresponding delivery zone. Customers can therefore find out whether delivery is available in their area before proceeding with a purchase.
Transfer to the Customer Service Team
For complaints, issues concerning orders already placed or requests requiring human assessment, the call is transferred to the appropriate representative.
How It Works in Practice
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1. Need identification
The Agent identifies whether the customer needs information about a product, delivery or the ordering process.
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2. Search and information
It uses the product catalog or checks the delivery zone based on the postal code.
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3. Guidance to the online store
It explains the next steps and, where needed, sends a link by SMS.
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4. Human follow-up
It transfers the call when the issue requires handling by the customer service team.
From a Telephone Enquiry to an Online Purchase
The AI Voice Agent acts as a shopping assistant, providing the information customers need to continue to the online store.
Through the Voice Logica AI Voice platform, Siakos Meats connects telephone communication with the online shopping experience. Information and guidance are provided during the conversation, while the customer completes the order in the online store.
Business Impact
The results cover the first three and a half months of operation:
Nearly 5,000
Phone calls handled by the Agent
83+ hours
Automated phone customer service time
1 minute and 9 seconds
Average duration of an answered call
24/7
AI Voice Agent availability
The solution also supported customer service between 10:00 and 15:00, when call volumes were highest.
Operational Benefits
Less Workload from Repetitive Questions
Automating information about products, deliveries and the purchasing process frees the team from frequently repeated requests, particularly during peak hours.
An Easier Transition to the Online Store
Telephone guidance and links sent by SMS help customers continue their purchases online.
Consistent Information Supported by Data Access
The connection to the product catalog and delivery zone checks support answers tailored to each request.
24/7 Availability and Human Follow-up
The Agent provides automated information around the clock. Requests requiring human judgment are forwarded to the customer service team.
Conclusion
With nearly 5,000 calls and 83+ hours of automated customer service in the first three and a half months, Siakos Meats used Voice Logica to support customers before their online purchases.
The AI Voice Agent combines product information, delivery checks and guidance to the online store, allowing the team to focus on requests that need human handling.