A13
An AI agent that talks to buyers, books CDEK delivery and quotes its cost on its own
Task
Orders came in through several channels: the website, Telegram and Instagram. A manager chatted with the buyer, collected delivery details, then entered the order in CDEK by hand, got the cost and went back to the chat. Each order took about 30 minutes, and at peak times buyers were kept waiting. The goal was for an agent to handle the routine from the first message to the waybill, so managers could focus on selling.
Solution
- Connected every channel (the website, Telegram and Instagram): enquiries land in one system, and the AI agent replies wherever the buyer wrote.
- The agent pulls everything an order needs out of the conversation: product, name, phone, city, delivery method and address, even when the buyer sends it all jumbled in one message.
- If something is missing, the agent asks follow-up questions, and before booking it asks the buyer to confirm the order.
- Once everything is collected, the agent normalises the order and sends it to CDEK via API, creating the waybill and getting the delivery cost and time.
- The buyer immediately gets the total including delivery, and managers see a ready order with the waybill number.
- Unusual questions go to a manager along with the chat history, so the buyer never has to repeat themselves.
Before and after
Managers used to be the link between the buyer and CDEK. Now the agent does that job, and a person steps in only when really needed.
Before
30 minutes
An order in one of the channels
Website, Telegram or Instagram, each in its own window
Chatting with the buyer
The manager collects product, name, phone and address
Manual CDEK booking
Copies the details into the CDEK account
Delivery quote
Gets the cost and goes back to the chat
Reply to the buyer
Gives the total
After
1–2 minutes
A buyer’s message
In any channel
The AI agent collects the details
Pulls what it needs from the chat and asks for what’s missing
CDEK order via API
Waybill, cost and delivery time, automatically
Reply to the buyer
The total with delivery, in the same chat
Result
-
1–2 MIN per order instead of 30
What it meansFrom the buyer’s first message to the CDEK waybill and the total, with no manager involved.
-
3 channels in one system
What it meansThe website, Telegram and Instagram: the agent replies where the buyer wrote and no order gets lost between windows.
-
0 manual CDEK entries
What it meansOrders go to CDEK via API in one format, with no typos in addresses or phone numbers from copying.
Screens
The buyer writes however they like; the agent replies and asks for details 
The agent builds the order from the chat and asks to confirm it 
The CDEK waybill and the total with delivery 
Managers receive the ready order
What shall we build together?
Tell us what you want to launch or improve. We’ll discuss the task and suggest the next step.