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Retail
E-com substitution & last-mile exceptions
Best for:
Customer Experience
Fulfillment
Last-Mile Logistics
Outcome
Higher order completion rates, fewer cancellations from out-of-stocks, improved NPS, reduced last-mile delivery failures.
Case type (unit of work)
Substitution/Exception Resolution Case = (1 case = 1 substitution approved or exception resolved via voice + order updated + evidence stored)
What DUVO delivers
Duvo pushes substitution options through digital channels first, then escalates to voice calls when customers don't respond - capturing approval, updating order systems, and saving sales that would otherwise cancel.
01
Receives substitution trigger from OMS/WMS (item unavailable, suggested alternatives, fulfillment deadline)
02
Pushes substitution options via app notification, SMS, and email with response deadline
03
Monitors for customer response; if no response within SLA, escalates to outbound voice call
04
Voice agent presents alternatives, negotiates customer preference, captures approval or refund request
05
Updates OMS with customer decision; triggers fulfillment or refund workflow
06
Handles last-mile exceptions (missed delivery, access issues) with same escalation logic
Definition of done
Customer decision captured (substitution approved, alternative selected, or refund requested)
OMS/WMS updated with decision + timestamp
Evidence stored (call recording, customer confirmation)
Fulfillment or refund triggered
Order save rate:
Higher percentage of orders completed vs. cancelled
Substitution acceptance:
Increased approval rate when customers are reached directly
Customer satisfaction:
Improved NPS from proactive communication
Last-mile failures:
Fewer failed deliveries from unresolved exceptions
Exception register: order ID, issue type, resolution, timestamps
Call logs + transcripts + customer approvals
OMS write-backs verified (order status, substitution details)
Order save rate and revenue recovered summary
Rollout requirements
System access
OMS/WMS integration for exception triggers; customer contact data
Rules
Substitution rules and preferences; escalation SLAs; approved call scripts
Timeline
Go live in 3-4 weeks
