Ecommerce Refund Processing Assistant

A voice agent that handles customer refund requests for ecommerce orders. The agent verifies order details, identifies missing items, and processes refunds through an agentic system with human-in-the-loop capabilities for approval workflows.

No demo yetView source Fork template

The numbers

latencyUltra low latency via Twilio Conversation Relay

cost / min—

frameworkCustom

The stack

telephonyTwilio Voice

speech-to-textDeepgram Nova-3

llmGPT-4o

text-to-speechElevenLabs Turbo v2.5

System prompt

No prompt published.

Config

config.json

{
  "barge_in": true,
  "tools": [
    {
      "name": "refund_processor",
      "description": "Tool: refund_processor"
    },
    {
      "name": "order_lookup",
      "description": "Tool: order_lookup"
    },
    {
      "name": "agent_consultation",
      "description": "Tool: agent_consultation"
    },
    {
      "name": "transfer_to_agent",
      "description": "Tool: transfer_to_agent"
    }
  ],
  "governance_bot": true,
  "flex_integration": true,
  "conversation_sync": true,
  "human_in_the_loop": true,
  "voice_intelligence": true,
  "interruption_handling": "natural"
}

Tools

refund_processorTool: refund_processor
order_lookupTool: order_lookup
agent_consultationTool: agent_consultation
transfer_to_agentTool: transfer_to_agent

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