Call #GH-260828-10479
Customer would like to exchange an online ring purchase due to incorrect sizing and requested assistance from a customer service representative.
Date
28 Aug 2026, 10:18 AM
Customer
Amanda Lim
Language
English
Duration
05:21
Intent
Exchange & Returns
Freshservice
FS-10842
AI Intent Journey
Every step the voice agent took on this call
Customer Enquiry
Inbound call via Twilio Voice AI
Intent Classified
Exchange & Returns
Knowledge Base Searched
Online Purchase Exchange Policy
Customer Requested Human
Handover accepted
Twilio Human Handover
Routed to Sarah Lee
Freshservice Case Created
FS-10842
AI Summary
- Intent
- Exchange & Returns
- Outcome
- Resolved
- Customer Action Required
- Confirm purchase eligibility and advise customer on exchange process.
- Human Escalation
- Yes
- Freshservice Ticket
- FS-10842
Call Recording
Recording and transcription retained per policy
Conversation
Customer and AI voice agent, with system actions inline
Customer · 10:18:11
I bought a ring online about a week ago but the size doesn't fit. Can I exchange it?
AI Agent · 10:18:20
Goldheart permits eligible items to be exchanged subject to its exchange policy. Let me help check what information you may need.
Customer · 10:18:34
I would rather speak to someone.
AI Agent · 10:18:38
Certainly. I'll connect you with our customer care team.
- ✓ Twilio human handover initiated10:18:40