Vonage, part of Ericsson, is a business communications provider offering voice, messaging, video and contact center capabilities through its communications APIs, with its low-code Vonage AI Studio for building conversational AI agents. Vonage wanted ready-to-deploy bots that could resolve common customer requests on the channels people already use, instead of sending every message and call to a human agent. From July to December 2023, MeritBey designed and built Project Relay, a set of messaging and voice bots for retail and eCommerce, and for transportation and logistics. Customers can now check order status, return items, track deliveries and reschedule drops over WhatsApp, SMS, web chat or voice, and reply directly to proactive delivery alerts, with complex cases reaching a human agent with full context. We built the bots in Vonage AI Studio on the Messages and Voice APIs and connected them to order management, shipment tracking and CRM systems through webhooks.