They've been let down before
Many buyers have lived with hearing loss for years and have tried cheap amplifiers that whistled. In Modern Hearing's calls, that history, not the price, was what stopped the order.
Hearing aids
AI voice agents for hearing aid brands
Hearing aid shoppers rarely leave checkout over price. At Modern Hearing, the question that stopped them was whether the device would work for their hearing. A Loop Voice agent calls about 10 minutes after a checkout is abandoned, answers from your product information, explains your trial in plain words and stays on the line while the shopper finishes the order.
The short answer
An AI voice agent for a hearing aid brand calls shoppers who left checkout, answers their questions about fit, hearing situations and the trial from your published product information, and walks them through the order. Modern Hearing reports $300,000+ in attributed revenue from 8,000+ Loop Voice calls, with 11% of calls leading to a sale. The agent gives no medical advice: anything clinical goes to a hearing professional or a doctor.
Why hearing aid shoppers stop at checkout
The clinic is the comparison
Many shoppers weren't weighing your brand against other online brands. They were weighing it against a clinic visit, with its appointments and fees, and wanted the difference explained before they paid.
Every situation needs its own answer
Ringing in the ears, certain voice pitches, a noisy restaurant. Modern Hearing found that a specific answer for each situation worked better than general claims about clear sound.
The trial is easy to miss
Almost every Modern Hearing customer who bought after a call named the trial as what made them comfortable, yet most hadn't registered it on the product page. Hearing the terms on the phone made them real.
Where calls help a hearing aid brand
Call shoppers who left checkout
The default flow waits 10 minutes, calls, texts the checkout link, waits, calls again with a discount and sends a last note. It stops the moment the shopper orders or says stop. Brands that would rather lead with the trial can leave the discount out.
See the use caseAnswer the phone around the clock
Some buyers would rather ask than read. An inbound agent picks up on the first ring, answers order status, returns and product questions from your knowledge base, and opens a ticket when a person needs to step in.
See the use caseCheck in while the trial runs
A short call a week or two after delivery catches fit and comfort problems while there's still time to fix them. Build it on order fulfilled with a wait step, and send any problem to your team as a ticket.
See the use caseShopper
At the very top of the page, you've got shop in blue letters. Got it. I didn't really quite understand what that was for.
AI agent
Got it. That shop in blue at the top is normal. It's basically the checkout system branding. Right now, when you click pay now, does it take you back to the same credit card screen again, or has it not done it yet this time?
Shopper
All right, I'm gonna click on it for the first time.
AI agent
Okay, go ahead and click pay now once, and then just tell me what happens on the screen. Does it spin, process, show an error, or bounce back to card entry?
Shopper
Uh, it says confirmation number such as that you've paid for your order. View order confirmation.
AI agent
Perfect. That means it went through. What order number do you see on that confirmation page?
0:000:00
The player plays this call's full 54-second highlight.More real calls
What shoppers say, and how the agent answers
What shoppers say
“I have ringing in my ears. Will this help?”
How the agent answers
The agent answers from what your product pages and labeling say about the device, and doesn't promise a result. FDA lists ringing in only one ear, a sudden change in hearing and dizziness among the signs to see a doctor first, so the agent says that when a shopper describes them.
What shoppers say
“Why is this so much cheaper than my audiologist?”
How the agent answers
It explains your model plainly: what the device does, what a clinic adds, and how the trial lets the shopper decide at home. It doesn't run down clinics or promise the same result for every hearing loss.
What shoppers say
“What if they don't fit?”
How the agent answers
It reads your trial length, return steps and warranty from your policy, so the shopper hears the same terms your site shows, then offers to stay on the line through checkout.
What shoppers say
“I'm not good with websites.”
How the agent answers
It walks the shopper through checkout one screen at a time. On recorded Modern Hearing calls, Hodge placed his order with the agent guiding him, and Jay finished checkout after the site wouldn't load on two computers.
What shoppers say
“Am I talking to a real person?”
How the agent answers
No, and the agent says so. With the AI identity guardrail on, it tells any caller who asks that it's an AI assistant calling for your store, and during your support hours it can transfer the call to your team.
Set it up for a hearing aid store
Connect your store in Settings, Integrations: Shopify, WooCommerce or Checkout Champ. Loop Voice reads products, orders and abandoned checkouts, and nothing is installed on your storefront.
Start from the abandoned checkout template and decide whether the second call carries a discount or only the trial terms. The agent can offer only the discount codes you allow.
Load the knowledge base with your trial terms, return steps, warranty, fit guide and the intended-use wording from your labeling. The readiness score and the answer gaps list show what callers asked that it couldn't answer.
Set the stop and escalate rules. Medical or legal questions, negative sentiment and complex refunds can end the call or hand it to your team, with a ticket in Loop Voice and in Gorgias, Zendesk or your support inbox.
Check calling hours and consent. Loop Voice calls only within the hours set for your store, in each shopper's local time, and honors opt-outs right away. Collecting written consent for AI calls stays with you, as our guide to calling rules explains.
Run the agent in the simulator against a customer you describe, such as a buyer with ringing in one ear who is comparing you with a clinic. Then go live and read the first week's transcripts, or ask Loop IQ what callers asked most.
What to brief the agent on
- FDA's over-the-counter category is for adults 18 and older with perceived mild to moderate hearing loss. Buyers under 18 need a prescription, so the agent should say so instead of selling around it.
- FDA registration is not FDA clearance or approval. Have the agent use the exact status printed on your labeling, and keep "FDA-approved" out of the script unless it's true for your device.
- Callers talk about their health. Washington's My Health My Data Act covers consumer health data, so decide who can hear recordings and how long you keep them. Loop Voice keeps recordings and transcripts for 7 days by default, extendable to 90.
- AI-voiced sales calls need prior express written consent. Read the calling rules guide and confirm the details for your store with counsel.
Questions
Can an AI agent answer hearing questions without giving medical advice?
Yes, if you brief it that way. Loop Voice agents answer from the knowledge base you load, and a built-in rule stops or escalates the call on medical or legal questions. For hearing aids, the agent describes what the device does, says who it's intended for and points anything clinical to a hearing professional or a doctor.
Which calls should a hearing aid brand start with?
Abandoned checkout. These shoppers have shown intent and left a phone number, and their questions are the ones a call answers well: fit, the trial and the clinic comparison. Add the inbound support line once the knowledge base covers your returns and setup questions.
What did Modern Hearing get from the calls?
Modern Hearing reports $300,000+ in attributed revenue from 8,000+ calls, with 11% of calls leading to a sale. Listening to the calls also changed its marketing: the clinic comparison, condition-specific answers and the trial terms are now on its product page and in its ads.
Will older shoppers stay on the phone with an AI agent?
The recorded calls suggest many will. In the call library, Melvin's Modern Hearing call ran almost 15 minutes and Jay's almost 21, with the agent on the line through checkout. The agent says it's an AI whenever a caller asks.
Can the agent take payment over the phone?
No. The agent never takes card details. It texts the checkout link, or stays on the line while the shopper pays on your site, as it did on Hodge's and Melvin's calls.
Does this work if we don't sell on Shopify?
Yes. Loop Voice also connects to WooCommerce through a WordPress plugin and to Checkout Champ through a postback URL. Both send abandoned checkouts and orders, so the flow starts and stops on its own.
Reading
Sources
- OTC Hearing Aids: What You Should Know, U.S. Food and Drug Administration
- Are There "FDA Registered" or "FDA Certified" Medical Devices?, U.S. Food and Drug Administration
- My Health, My Data: Washington Enacts First State Comprehensive Health Privacy Law, Jones Day
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