Lowprice.bg: an AI agent confirms orders 10 minutes after they are placed
A store for phones, tablets and accessories, cash-on-delivery orders and one goal: fewer parcels coming back. How the agent that calls 10 minutes after the order works — and what we learned at launch.
A phone ordered at 21:40 is wanted most at 21:50. By the next day it's "we'll see".
Lowprice.bg sells phones, tablets, smartwatches and accessories online. Most orders are paid cash on delivery — the customer pays when the courier arrives. Convenient for the customer, risky for the store: if the person refuses at the door, the store pays delivery both ways and the goods come back days later.
We showed Lowprice the first demo in August. Since 13 October 2026 the agent has been calling real customers.
When it calls
About 10 minutes after the order, during working hours. Late enough not to call while the person is still on the website. Early enough that they remember what they ordered.
If the customer wants to buy in instalments, the agent doesn't arrange credit over the phone — a colleague from the store calls back.
What happens on the call
The agent says who is calling and why, and reads back the order: the items, the quantities, the total and that delivery takes 4–5 working days. Then it asks whether everything is right.
This is where the conversations that make the difference happen:
- "Can I change the office?" — it changes the Speedy office or locker.
- "Actually, I wanted more storage." — it changes the model, the memory or the 4G/5G version and gives the new total.
- "Is there a charger in the box?" — many phones come without one. The agent says so and offers to add one to the order. It's an extra sale that doesn't sound like a sale, because it answers a real question.
- Product questions — answered from the store's catalogue: about 2,650 products, refreshed every hour. The price it says is the current price.
The outcome — "Confirmed" or "Refused", with a note about what changed — is written straight into the store's admin. Nobody copies anything by hand.
When the person doesn't answer
- Up to 2 calls a day, over 3 days. Enough to reach the person without annoying them.
- Voicemail? The agent recognises it and doesn't talk to the machine.
- Hangs up twice? The order goes to a person on the team. Some things shouldn't be decided by an agent.
The store gets a report every day and can see every call in its dashboard — recording, transcript and outcome.
What we learned at launch
A short greeting wins. People say "yes" early. If the agent is still talking, the answer gets lost and the conversation goes off track. So the introduction is one sentence, and the order comes right after it.
The first "no" is not a refusal. Sometimes "no" means "I don't remember" or "not now". So the agent first reminds the person what they ordered — model, colour, total — and only then accepts the answer.
The catalogue has to be live. Phone prices and stock change every day. An agent that quotes yesterday's price is worse than no agent at all. That's why the catalogue refreshes every hour, not once at launch.
What's next
The agent has been running for a few weeks. It's too early for an honest before-and-after on refused parcels — refusals only show up when the parcel comes back. We'll publish the results after the first few months.
If you sell cash on delivery and refusals are eating your margin, read what actually reduces refused parcels or see what we do for online stores.
Octupo — AI voice agents for businesses in Bulgaria contact@octupo.com