Returned.com Streamlines Online Returns with New Voice AI Feature

Returned.com, an AI-powered returns management technology company for online shopping, has launched a voice AI feature that eliminates wait times for customer service calls. The company says its AI Return Agent, BoughtBot, combines chat and voice capabilities to handle returns automatically.

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AI Return Agent

The new capability allows users to skip hold times, navigate complex phone menus, communicate with representatives using natural language, and negotiate return policies and exceptions. Seamlessly integrated with the existing AI Return Agent, the company claims the feature handles even complex return scenarios in the background.

“The new voice AI capability represents a major leap forward in Returned.com’s mission to eliminate return-related stress,” the company announced in a statement on December 19.

Enhanced Customer Experience

“The voice technology enhances Returned.com’s AI Return Agent, intelligently deploying when additional support is needed to complete a return. While users won’t directly control or see the voice AI in action, they’ll benefit from its ability to handle complex return scenarios behind the scenes,” the official release explained.

“After months of hard work, we are excited to finally share the expanded capabilities of our AI Return Agent.” explains Eliza Lin, CPO of Returned.com. “This launch is just the beginning. We’re harnessing the power of AI to give users back their most precious resource—their time.”

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How It Works

The voice AI uses natural language processing to communicate with customer service representatives, ensuring smooth interactions and compliance with retailer protocols. Whether bypassing phone trees or resolving exceptions, it streamlines returns for over 131 major retailers.