How does AI handle NDR calls for failed deliveries?
An AI voice agent calls the customer when a courier reports a non-delivery, asks why delivery failed, confirms or corrects the address, agrees a new delivery day and updates your system. This usually gets a second attempt scheduled faster than a manual NDR team, and fewer parcels return to origin.
What an NDR is
NDR stands for non-delivery report. A courier logs one when a delivery attempt fails, because the customer was out, the address was incomplete, the phone was unreachable or the customer refused. Most couriers allow a limited window to act. If the seller does not respond, the parcel heads back as RTO.
The usual bottleneck
Sellers get NDR lists in the courier dashboard or an aggregator such as Shiprocket, and someone must call each customer. During sale days the list runs to hundreds, the team falls behind and parcels expire. Customers also hear from the courier's own agent, so a seller call must be fast and clear.
An NDR call
- 01A webhook from your shipping tool triggers a call when an NDR is logged.
- 02The agent names the product and courier, and asks if the customer is still expecting the parcel.
- 03It asks what went wrong, such as being out, a wrong address or no one answering.
- 04It confirms the address and landmark, and notes a corrected one if given.
- 05It agrees a delivery day, and writes the new instruction to your system or sheet.
What happens with each answer
| Customer says | Logged action |
|---|---|
| Will accept tomorrow | Re-attempt requested for tomorrow |
| Address needs correction | New address and landmark captured |
| Does not want the order | Marked for cancellation or RTO |
| Cannot be reached again | Escalate to a human or message by WhatsApp |
Honest limits
The agent can capture instructions, but the courier decides whether it can re-attempt, and the integration with your shipping tool needs to be set up through a webhook, API call or a spreadsheet. Phone calls cannot rescue an order the customer no longer wants.
NDR calls are short, usually under a minute, so at ₹5 per connected minute the cost is a few rupees per call before GST. Compare that with the cost of a failed delivery and the return freight.
Start with one courier's NDRs for a week and track how many re-attempts get scheduled and delivered.
Want to hear an AI voice agent handle this on a real call?
Follow-up questions
Can the AI agent update the courier directly?
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It can write the customer's answer to your system through a webhook, spreadsheet or API call, if you set that up. Whether that reaches the courier depends on your shipping tool. Many sellers pass the captured instruction to the courier through their aggregator's dashboard.