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.
Saving a Card by Text: For stores using CleanCloud Pay with SMS credits available, Voice can text the customer a secure, temporary link to save a card to their account. For other stores, Voice will let the customer know they can add their card details through your store's website or app.
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 arrange an Echo callback so a member of your team can call them back and take their payment details. Voice cannot transfer the call directly.
Order Cancellations
Voice cannot cancel orders. If a customer asks to cancel, Voice will arrange an Echo callback so your team can review the order and cancel it if appropriate. Voice will never tell a customer an order has been cancelled.
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: Voice cannot place new in-store drop-off orders. If there is any ambiguity about what the customer wants, Voice will clarify that it can only book online pickup and delivery orders.
Switching In-Store Orders to Delivery: If a customer has already dropped off an order in store, Voice can switch it to a delivery. This is only possible when your store offers delivery, the customer has an address on their account and the order hasn't been collected yet. Your route's delivery fee is applied, and item prices are left unchanged.
Multi-Store Automatic Store Assignment
Voice is not equipped to handle Multi-Store Automatic Store Assignment through our multistore routes. If this feature is enabled, we cannot guarantee the outcome of Voice order placement.
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 waits until it has their full address and then checks it against your active service areas before allowing them to book.
Pickup Days by Area: Voice only offers the pickup days for the customer's own route, and uses the correct price list for their area.
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.
Orders That Don't Go Through: Voice only confirms a pickup once the order has been created in CleanCloud. If an order can't be placed, Voice tells the customer and arranges an Echo callback so your team can create it.
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