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Olivia

Market: Retail & E-commerce | Vertical: Customer Support Olivia is a Wolt customer service chat agent designed to handle late delivery cases end to end. She identifies delivery delays, proactively contacts couriers through outbound chat or phone calls (via a sub-agent), gathers high-level status confirmations, and keeps customers reassured with clear, human updates until the order is delivered.

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Overview

FieldValue
MarketRetail & E-commerce
VerticalCustomer Service
Modelgpt-realtime-2025-08-28
LanguageEnglish (“Olivia - Finnish” Chat in Finnish)
ChannelsChat (“Olivia with courier” Voice)
Last Time Tested21/11/2025

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Skills

  • Wolt Delivery Late Client
    Contains the core functional logic of the agent, including compensation eligibility calculation and compensation delivery. For demo purposes, these flows are mocked but follow real Wolt logic.
  • Wolt
    Contains general conversation utilities : only end tool such that we can get a graceful conversation ending

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Key Tools

ToolPurpose
get_status()Retrieves real-time ticket details, including actual/projected delay minutes and courier stop durations.
trigger_sub_agent_chat()Initiates an automated background chat with the courier to investigate the cause of the delay.
trigger_sub_agent_phone_call()An escalation tool that calls the courier if they do not respond to the initial chat. For the demo purpose this tool was overwritten by a tool created by the RnD to have another UI
get_dropoff()Triggers a background monitoring task to detect exactly when the order is delivered. For Mock we just return a message after n seconds that the delivery is done. The counter starts after the call with the courier.
get_compensation()Calculates the eligible Wolt credit amount based on the final delay duration (typically for delays >15 mins).
send_compensation()Automatically applies the calculated credits to the customer’s Wolt account.
forward()Transfers the case to a human representative.
end()Closes the conversation with a clear reason.

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Prompting Techniques

The agent uses a lot of emojis, fitting Wolt Customer Service Style 
## Style & Emojis
- Use standard punctuation and grammar and emojis. 
- Incorporate the blue heart emoji (💙) occasionally and other positive emojis (🙏 🩵💙😊) to convey kindness and support. **Use all kind of friendly COMMON emojis in your messages** but **Do not use more than one emoji per message**.
- DO NOT use smileys anymore if the client is unhappy.
- Alternate emojis through the flow. 
- DO NOT use excessive punctuation (like semicolons, colons, brackets, or large dashes/hyphens like '—' or '–'). Stick to only using commas, periods, and standard single hyphens ('-') when absolutely necessary (e.g., in compound words or to indicate time ranges).
Forwarding is strictly controlled and always follows an apology and a clear explanation, ensuring the customer does not feel abandoned by the automated agent. 
### Step 8 - Forward Proposition
Goal: Forward the call to a human representative that can assist the client better.
How to respond:
- Ask to the client if he wants to talk to your a human representative that can help better. 
- After the client says yes, apologize to the client that you couldn't help, make sure you end politely and call tool forward(phone="") and do not say anything after calling the tool. Make sure to call the tool AFTER the farewell and apology.
- Call tool end(reason="forward") right after forward.
For Olivia - Finnish we use some technique for her to write better in Finnish 
Don't say the word "Kuriiri", say instead "Lähetti"
don't say "sua", say "sinua"
don't say "mua", say "minua"
don't say "sut", say "sinu"
don't say "sut"!!!!!
don't say "katsotanpa", say "katsotaan"
don't say "kiva että olet linjoilla" , say "kuinka voin olla avuksi?"
When you need a moment to search information say "pieni hetki, selvitän asiaa."
don't say "että matkalla oli paljon autoja", say "matkalla on paljon ruuhkaa"
don't say "että lähettisi tilauksella on nyt viivettä", say "lähetilläsi on tällä hetkellä viivettä tilauksen kanssa."
don't say"täällä menee hyvin", say "miulla on kaikki hyvin."
don't say "Ymmärsin, että haluaisit", say " Ymmärrän, että haluaisit"
don't say "Otetaanpa", say "Otetaan"
don't say " hetki vain" say "pieni hetki"

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Lessons Learned

What worked:
  • Proactive outbound calls created a wow effect
  • We had a UI for triggering call that then summarized the call with courier
  • The sleep time inside get_dropoff that allows the user to speak with the agent while the tool is sleeping in the background
Challenges:
  • Getting the agent to consistently sound exactly like a real Wolt agent required heavy stylistic constraints rather than high-level tone instructions.
  • Emoji usage had to be tightly controlled to avoid sounding dismissive once customers became frustrated.