AI phone assistantfor online shops

ScaleTalk starts at €99 per month. What it costs at your volume depends on call minutes, and we work that out with you in the needs analysis. For comparison: inbound call centers typically charge €0.50 to €1.00 per minute by market benchmark, plus a handling fee and a base fee.

For an online shop, the one that can do three things: give the order status from your system, capture returns and complaints cleanly, and hand everything it shouldn't resolve to your team with a summary. It should also identify itself as an AI. The fastest way to check is a test call.

Yes. Marie understands spoken language, answers in full sentences, asks follow-up questions and captures requests completely. She answers every call, even several at once, and looks things up live in your shop while she does. Multiple languages are possible.

An AI that answers all calls on your service number, recognizes the request and then decides: answer it itself, transfer it to the right person or hand it to your team as a ticket. Your number stays the same, and everything runs through call forwarding.

Data is stored on servers in Frankfurt and stays in the EU, there is a data processing agreement under Art. 28 GDPR, and calls are only recorded with consent. You decide how Marie identifies callers, for example by order number and postal code, before she shares any order details.

For phone customer service, mainly two: in distance selling you must state a phone number (Art. 246a § 1 (1) no. 3 EGBGB, German law). And since August 2, 2026, an AI on the phone must identify itself (Art. 50 EU AI Act). The usual GDPR rules apply on top.

This is an assessment based on our research, not legal advice.

That is what your customers ask. With Marie, a call is enough: she checks the order and return window, logs the return or exchange and emails a return label or return link, depending on how your shop handles returns. Cases outside the window go to your team.

Yes, and that is mandatory. Since August 2, 2026, Art. 50 of the EU AI Act requires the AI to identify itself. Marie says so in her greeting. Anyone who prefers to speak with a person is transferred or called back.

Then they get one. During your service hours, Marie does a warm transfer: she briefs your team briefly, then connects the call. Outside those hours she promises a callback, and the case is already logged in your ticket system or inbox.

According to Bitkom, 62% of online shoppers prefer a human contact who is quick to reach when there are problems. That is exactly what your team has time for again once Marie takes over the standard questions.

Anything with an interface: Shopify, Shopware, WooCommerce, Adobe Commerce, JTL, plentymarkets, ERP systems like Xentral or Billbee, helpdesks like Zendesk, Gorgias or Freshdesk and shipping providers like DHL or Sendcloud. Marie can recognize the caller before the call, look things up live during the call and write back to the system afterwards.

With n8n, Make or Zapier we link several systems in one workflow, for example creating a return in the shop and opening a ticket in the helpdesk at the same time. What makes sense for you, we clarify in the needs analysis. And you can start even before the integration is in place: Marie captures requests and emails them to you, sorted.

An AI agent works through a task itself instead of just answering. In customer service that means Marie understands the request, checks the shop, registers an exchange or return and creates a ticket when your team needs to decide. On the phone, people also speak of a voicebot or voice agent.

Yes. Instead of handing calls to a call center, Marie answers them herself, day and night and without a queue. She knows your shop, your return rules and your shipping data. Whatever she shouldn't resolve stays with your team, with a ready summary.

An IVR is the keypad menu: "Press 1." A voicebot like Marie understands free-form sentences, asks follow-up questions, checks the shop and resolves the request during the call or hands it over completely. Nobody has to tap through menus.