A retail/e commerce business wanted customers to be able to place orders by phone without a human taking every call, while keeping the order accurate and synced with their online store.
- 01Call intake
Customer calls a dedicated number; an ElevenLabs conversational agent answers and walks them through placing an order, covering product, quantity, and delivery details.
- 02DTMF confirmation steps
Key decision points (e.g. confirming an order total, choosing a delivery slot) use keypad (DTMF) input for accuracy, rather than relying purely on speech recognition for critical values.
- 03Product lookup
The agent queries the store's product catalogue via the Shopify GraphQL API in real time to confirm product availability and pricing before finalizing the order.
- 04Order creation
Once confirmed, an order is created directly in Shopify via a GraphQL mutation, so it appears in the merchant's normal order management flow exactly like a web order.
- 05Confirmation
The customer receives a spoken order summary on the call, functioning like a live checkout confirmation.
Orders placed by phone flow directly into the same system as online orders, with no manual re entry step.
- AI voice ordering
- Shopify voice AI integration
- phone ordering automation
- AI phone assistant for retail
Turning a phone call into a Shopify order with voice AI. Architecture walkthrough with the DTMF for accuracy design decision as a key insight.
Does it work with Shopify or only headless commerce?+
It ships with a Shopify GraphQL integration by default, and the pattern extends to any commerce backend with a product and order API.
How does it handle payment?+
DTMF capture through Twilio for card entry, or a link sent by SMS mid call for customers who prefer to complete checkout on their phone.