With Retell, weβve increased scheduling NPS by 38%, and filled underutilized provider capacity, allowing our team to focus on meaningful patient care instead of phone tag.
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AI Phone Ordering System for High-Volume Order Lines
5.0
ON G2
An AI order taker for the phone lines that carry revenue: B2B reorders, refill requests, parts counter calls, custom orders, and DTC order changes. Automated order taking checks SKUs, minimums, and stock against your own systems, then writes the order back by API. Prove it on your real calls in a pilot before you sign a contract.
Trusted by over 4,000 businesses powering 100+ million calls per month.
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How It Works
Launch an AI phone ordering system in four steps, from catalog lookup to live orders on your existing lines.
Connect catalog and order APIs
Connect catalog, pricing, inventory, and order endpoints through custom functions or an MCP server, then write the rules for minimums, substitutions, and what goes to a person.
Test on real order scenarios
Run batch simulations of reorders, partial SKUs, out-of-stock items, and cancellations, and grade every run before the agent touches a live line.
Route your order lines
Keep your existing numbers through SIP trunking or your contact center platform, start on one order line, and expand once results hold.
Go live and improve weekly
Every call is transcribed and analyzed, so you can track orders written, order value, transfers, and failed lookups, with alerts when success rate drops.
Use Cases
AI order taking for the lines that carry real volume
Wholesale and distributor reorders
Need to take the Tuesday reorder from a B2B account that calls in the same forty SKUs, without a rep keying it in by hand. The agent identifies the account by the caller's number, pulls the last order and contract pricing from your ERP through a custom function, and confirms quantities line by line. It flags case-pack minimums, order cutoffs, and backordered items, offers the approved substitute, and writes the order into your ERP. Reps get their day back for accounts that need a conversation.
Pharmacy refill requests
Need refill calls off hold so pharmacists can stay at the counter. The caller gives the prescription number by voice or keypad, the agent verifies identity against your pharmacy system, and queues the refill with a pickup time. Questions about dosage, side effects, or a refill with none remaining go straight to the pharmacist, because the agent does not give clinical advice. Pharmacies handling PHI sign a BAA before going live, the same setup used across healthcare deployments.
Catering, bakery, and custom orders
Need custom cake and catering orders captured completely the first time: date, headcount, flavor, size, inscription, dietary needs, and delivery window. The agent checks your lead-time rules and calendar capacity, quotes the price your system returns, and texts a deposit link from your payment provider. Orders above a dollar amount you set go to the manager with the details attached. Restaurants taking phone orders have a dedicated restaurant phone ordering system.
Auto parts and counter orders
Need the parts counter answering the shop that walks in, not reading fitment tables to a caller for ten minutes. The agent collects year, make, model, and engine, looks up the part by fitment in your catalog, and checks stock at the caller's store or the nearest one. It holds the part for pickup or adds it to a commercial account's delivery run. Part names and brands can be added as boosted keywords so transcription catches them, and diagnosis questions go to counter staff.
DTC phone orders, status, changes, and cancellations
Need the where-is-my-order, change-my-address, and cancel-before-it-ships calls handled before they reach an agent queue. The agent finds the order by phone number or order number, reads back status and tracking, and makes the changes your policy allows, like an address update before fulfillment or a cancellation inside the window. Customers who prefer to order by phone get a new order taken and a payment link by text. It fits retail and consumer goods teams running peak-season volume.
Field supply and home services parts
Need technicians on a job site to order a capacitor or a fitting without waiting on hold at the supply house. The agent recognizes the contractor account, confirms the part and quantity against your catalog, and sets will-call pickup or delivery to the job address. It reads back the order number and texts it so the tech has it on the truck. Supply houses serving home services contractors keep orders moving at 7am when the counter is three deep.
Built for Contact Centers, Not Demos
Retell is the AI Voice Platform Enterprise Contact Centers Run On
Retell lets you build, test and deploy AI phone agents that handle real call volume, so your team spends its time on the conversations that need a person.
Feature
Why operations teams run an automated phone ordering system on Retell AI
Live lookups against your catalog and ERP
An order taker is only as good as the data behind it. Custom functions let the agent call your catalog, pricing, inventory, and order endpoints mid-call, and store fields from each response for the rest of the conversation. If your tools already sit behind an MCP server, the agent can use those instead. Nothing is copied into a separate system that goes stale by Friday.
Account rules, minimums, and substitutions
Each account has its own pricing, minimums, cutoff times, and approved substitutes, and reps carry most of that in their heads. The agent applies those rules on every call: it flags an order below the case minimum, offers the approved substitute for a backordered SKU, and tells the caller when an order placed now will ship. You edit the rules yourself, without a vendor ticket.
Hand off to a rep or pharmacist with context
Some orders still need judgment, like a credit hold, a pricing exception, or a clinical question at the pharmacy. You decide which ones. A warm transfer briefs the rep or pharmacist privately on who is calling and what is on the order so far before connecting the caller, and the full transcript is available after the call.
Peak volume without a hold queue
Order lines spike before cutoff times, on Monday mornings, and through holiday season. The agent answers calls in parallel, with 20 concurrent calls included on pay-as-you-go and no cap on the Enterprise plan. Burst mode absorbs unplanned spikes above your limit, and reserved inbound capacity keeps outbound campaigns from crowding out the order line. Your existing numbers stay in place.
Orders written, failed lookups, and transfers
You need to know whether the agent is writing clean orders, not only whether it answered. Post-call extraction records fields you define on every call, such as order written, order value, SKU count, and transfer reason. The analytics dashboard shows trends by agent and agent version, and alerts notify you by email or webhook when success rate or volume crosses a threshold.
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Pricing
Cut Costs by 90% with AI phone Agents
Pay as you go
$0 to start.
$0.07β$0.31 per minute β Pay only for what you use.
60 mins of free access.
20 concurrent calls.
10 Free Knowledge Bases.
Enterprise Plan
For companies with large volumes, data or deployment requirements, or support needs.
White glove service for your use case.
Premium support with dedicated solution engineer teams.
Custom pricing and concurrent calls based on your needs
FAQ
Frequently asked questions.
Does the AI phone ordering system connect to my ERP, OMS, or ecommerce platform?
Retell does not ship prebuilt connectors for ERPs like SAP or NetSuite, or for order management platforms. The agent reaches them through custom functions that call your API during the call, through an MCP server you already run, or through webhooks after the call. Native integration tools cover CRMs and helpdesks such as Salesforce, HubSpot, Microsoft Dynamics 365, and Zendesk for logging calls.
Can an AI order taker handle a catalog with thousands of SKUs?
Yes, when the catalog stays in your system. The agent searches your catalog API through a custom function by SKU, description, or fitment, and reads back the match before adding it. Smaller reference data, like product notes or policies, can go in a knowledge base. Product and brand names can be added as boosted keywords so speech recognition hears them correctly.
Can the agent take payment over the phone?
It works with the payment setup you already have. B2B orders can go on account terms. For card payments, the agent texts a payment link from your payment provider, sent from your business number once it is registered for texting, or charges a card on file through your billing API, using custom functions. Card numbers never need to be spoken to the agent, and PII scrubbing removes any that are said from stored transcripts and recordings.
What happens when an order needs a person?
You set the rules, such as orders above a dollar amount, a pharmacist question, or an account on credit hold. The agent then transfers the call. A warm transfer waits for a person to answer and briefs them privately before connecting the caller, so they never repeat the order. Supervisors can also listen to live calls and take over.
How much does an AI phone ordering system cost?
Pay-as-you-go voice agents cost $0.07 to $0.31 per minute, depending on the language model, voice, and telephony you choose, with $10 in free credits and no contract. Twenty concurrent calls are included, with more on demand. Enterprise plans add custom pricing, no cap on concurrent calls, and a dedicated support portal. See pricing to estimate your volume.
Can we prove automated order taking on one line before we sign a contract?
Yes, and that is how most teams should start. Build the agent on pay-as-you-go with full platform access, test it against simulated order calls, then put it on one order line or one location. Every call is scored and transcribed, so you judge it on real orders, not a demo. Expand to more lines once the numbers hold.
