Voice agent testing for e-commerce
Evalgent tests your voice agent for e-commerce before real shoppers do. Scenario coverage across orders, returns, refunds, and support. Caller profiles that reflect real customer diversity. Outcome verification against your OMS, CRM, and returns system.
What e-commerce voice agents have to get right
Four structural realities that determine whether a retail voice agent ships smoothly or fails publicly.
Call volume is high and spiky
Retail demand never sits still. Sales events, holidays, and product launches drive seasonal spikes that bury support lines. Voice agents that feel fine in quiet demos buckle under peak load, latency, and back-to-back interruptions.
Shoppers are global and multilingual
International customers call with different languages, accents, and speech pace. A voice agent that handles one clean English speaker is not the same as one that serves the full breadth of a global shopper base reliably.
Refund accuracy is real money
A wrong refund is not a support ticket — it's money out the door or a frustrated customer left short. Saying "refund issued" is not the same as posting the correct amount to the right order. Downstream state has to be verified, not assumed.
Workflows integrate with the OMS
The voice agent has to call the right systems with the right data. Order lookups, modifications, and returns all depend on correct integration with the order management system, CRM, and returns system across a diverse customer base.
How Evalgent tests e-commerce voice agents
Five capabilities retail teams need before launching a voice agent — and depend on continuously after.
Scenarios tailored to e-commerce workflows
Pre-built scenario library for order status, order modification, cancellation, return initiation, refund status, and address change. Each scenario has explicit success conditions and downstream state checks.
Learn moreCaller profiles representing real customer diversity
Profiles vary across seven dimensions — accent, speech pace, interruption level, latency tolerance, language, user behaviour, and voice gender. The full matrix runs against every scenario, including the multilingual mix of a global shopper base.
Learn moreOMS, CRM, and returns system verification
Every scenario verifies downstream system state. Did the order actually update? Did the refund post the correct amount? Did the return get initiated in the returns system? Transcript-only scoring isn't enough when real money moves.
Learn moreAudit trail and evidence chain
Every evaluation produces a full record — scenarios tested, profiles used, metrics measured, individual call recordings, and reviewer signatures. The evidence chain is exportable and review-ready.
Learn moreRegression testing before every release
Re-run the same evaluation suite after every prompt change, model swap, or knowledge base edit. Per-scenario deltas surface regressions in order and refund flows before they reach shoppers.
Learn moreUse-cases of voice AI in e-commerce
Production use cases retail teams ship voice agents for — from order support to post-purchase outreach. Evalgent tests across every category.
Order management
- Order status
- Order tracking
- Order modification
- Cancellation
- Address change
Returns & refunds
- Return initiation
- Refund status
- Exchange processing
- Return label requests
Customer support
- Product inquiries
- Availability checks
- Complaint intake
- Account help
Sales & retention
- Abandoned cart recovery
- Back-in-stock alerts
- Loyalty enrollment
- Promotional outreach
Post-purchase
- Delivery confirmation
- Satisfaction surveys
- Review requests
- Subscription management