Voice is a highly capable AI assistant, but to ensure your operations run smoothly and your transactions remain secure, it operates within specific boundaries.
Understanding these limitations and how Voice handles edge cases will help you set the right expectations for your team and your customers.
Here is exactly what Voice can and cannot do.
ⓘ Due to underlying telephony and language processing requirements, Voice is currently only available to stores operating in select countries.
Payment Constraints
Handling money over the phone requires strict security measures. Voice is equipped to handle payments, but with the following rules in place:
Supported Gateways: Taking payments via Voice is currently only possible for stores using CleanCloud Pay or Clearent.
Saved Cards Only: For security reasons, Voice cannot take brand new credit card numbers over the phone. It can only process charges using a card that is already saved to the customer's profile.
The Online Workaround: If a customer does not have a saved card on file, Voice will inform them that the easiest way to pay is to head to your store's website or app to add their details.
The Human Safety Net: We know that some customers just want to speak to a person. If a customer prefers not to go online, Voice will readily initiate an Echo (warm transfer) to your staff so a human can manually take their payment details.
DoorDash & UBER
Voice perfectly syncs with your in-house delivery logistics, but it does not support third-party fleets at this time.
In-House Routes: Voice calculates turnaround times and schedules pickups based exclusively on your standard, internal delivery routes.
Uber & DoorDash: Processing orders through third-party platforms like Uber and DoorDash is a known limitation. Voice is not trained to interact with or manage orders for these specific services.
Online vs. In-Store Orders
Voice is a dedicated tool for your delivery and digital customer base.
Delivery Focus: Voice is programmed specifically to assist with online and delivery orders.
In-Store Limitation: It is not equipped to help customers place or configure physical, in-store drop-off orders. If there is any ambiguity about what the customer wants, Voice will clarify that it can only assist with online orders.
Smart Edge Case Handling
While Voice has hard limitations, it is also incredibly smart about navigating the intricacies of a standard laundry delivery flow.
Service Area Verification: When a brand new customer calls to set up a pickup, Voice automatically extracts their address and checks it against your active service areas before allowing them to book.
Capacity Management: Voice reads your schedule in real-time. If a specific delivery day or time slot has zero remaining capacity, Voice will automatically skip it and only offer available slots.
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