AI in Retail Banner

AI in Retail

Conversational AI creates a personalized experience that predicts intent and automates resolution.

How To Guide Infographic Video

Transform the shopping experience to build revenue and loyalty with AI in retail

Shoppers today think digital first—from searching for products and deals to ordering and posting online reviews. You effectively and efficiently improve customer experience (CX) by identifying and predicting consumer intent, and by understanding their journeys as they compare, shop, purchase, and manage their accounts.

[24] orchestrates customer engagement journeys with a big data platform that spans AI, chatbots, and human agents for both simple and complex inquiries. We combine the world’s most advanced natural language processing (NLP) technology with an intent-driven engagement platform to enable near-human conversations on digital and voice channels. Use it to build loyalty, increase conversions, deepen engagement, and lower costs.


Guiding the customer journey through AI in retail

Use AI to transform the retail customer experience.


Deliver personalized and contextual experiences for shoppers


Customer Acquisition

  • Product research, comparison, and recommendations
  • Targeting and personalization
  • Cart and checkout experiences
  • Proactive outreach to improve demand

Customer Engagement

  • Digital-first experiences that differentiate
  • Meet customers on channel of choice
  • Technology personality that fits the brand
  • Visualize complex journey for easy interaction

Retention and Loyalty

  • Shipping status
  • Cancellations and returns
  • Account management
  • Sentiment modeling that escalates issues to an agent. 
  • Seamless cross-channel experience

Optimization and Cost Reduction

  • Increase self-service rates across all channels
  • Increase first contact resolution
  • Minimize contacts per order
  • Lower average handing time
Retail Gif

Make it simple for customers to do business with you

[24] chatbots discern intent, communicate in natural language, understand context, and sense emotional discomfort. Seamless interactions for retail inquiries or transactions on any channel make for happy shoppers—and greater profits for you.


Best Practices

Best Practices

Operationalize Messaging

Messaging is destined to profoundly change the way that businesses and customers interact. Learn how [24] can help you operationalize messaging by using conversational AI to improve customer satisfaction and strengthen loyalty.

Learn More

Work from Home Agent Solutions

As the COVID-19 pandemic began to spread across the world, [24] was able to move early and quickly to adopt a successful work from home (WFH) model with minimal disruption.

Learn More

COVID-19 Business Continuity

During the COVID-19 pandemic, [24] has invoked business continuity plans to ensure operations across our contact centers are up and running.

Learn More

Make It Personal

Consumers want easy e-commerce shopping experiences. Intelligent chatbots integrated into automated voice and digital channels are a smart, efficient way to handle basic queries such as “product information” and “store details” on any device, anytime, anywhere. Plus, they can transfer customers and context to an agent when assistance is needed. Giving customers quick, accurate answers drives both loyalty and conversions.


Make Purchasing Easy

Proactively engage and offer the right assistance at the right time to decrease shopping cart abandonment and build a relationship with your customers.

Purchase Support

Cross-sell and Upsell

Conversational commerce helps drive ecommerce revenue by upselling and cross-selling customers on accessories, warranties, or other products and services to add value for shoppers.

Order Modification Gif

Build and Retain Customer Value

Don’t wait for customers to ask for help—allow shoppers to self-serve on common support journeys like “order status” and “I forgot my password.” Chatbots can speed up resolution times while also lowering costs. Plus, you can route complex inquiries to live agents while maintaining the context for a seamless experience. Consumers will appreciate being able to resolve queries easily so they can get back to shopping.


Retailers trust [24]

Lower customer service costs and improve CX

Global E-commerce Company

This global e-commerce company optimized their interactive voice response (IVR) system with [24]7 Voice, increasing call containment by 10,000+ per month and improving call routing by 6.5%, which saved 11% in customer support costs.

Improve online e-ordering journey and reduce unnecessary calls

American Department Store Chain

[24]7 Journey Analytics identified 15 actionable items that could eliminate almost 600K calls a year. Actions include upgrades in agent training, cart adjustments, order confirmations, delivery communications, real time tracking, and exchange/ refund processes.

AI driven conversations in retail transactions can provide high success


of retail service interactions can be solved with a chatbot


Improvement to retail CSAT


Retail chat resolution rate


Tech Retailer Reaps Rewards of Going All In on [24] Chat Case Study

Tech Retailer Reaps Rewards of Going All In on [24] Chat and Agent Services

[24]7 Agent Services Bolsters Vaccination Appointment Scheduling for Global Retailer Case Study

[24]7 Agent Services Bolsters Vaccination Appointment Scheduling for Global Retailer

US Department Store Chain Case Study

U.S. Department Store Chain Strengthens Relationship with [24]

Sparkling Water Manufacturer Case Study Case Study

Sparkling Water Manufacturer Beats Back Competition with [24]7 Target Personalized Ads


Explore our applications & technology

Engagement Cloud

Engagement Cloud

[24] Engagement Cloud delivers superior omnichannel experiences by blending AI and human intelligence to discover, predict and resolve consumer intents.

AIVA Conversational AI

AIVA Conversational AI

[24]7 AIVA conversational AI combines the world’s most advanced natural language processing (NLP) technology with an intent-driven engagement platform to enable ‘near-human’ conversations in your digital and voice channels.AIVA can understand slang, local nuances, colloquial speech, and can be trained to emulate different tones.



Messaging makes it easier for consumers to reach you. Whether your customers are connecting to a conversational chatbot or virtual or a human agent, our single platform allows you to build models once and deploy across messaging channels at scale.



[24]7 Conversations enables you to build, test, and tune your own conversational chatbots or virtual assistants and then deploy across web, mobile apps, messaging and voice channels.

Agent Services

Agent Services

[24]7 Agent Services is the leading provider of BPO solutions to global Fortune 500 clients, offering highly-skilled chat, messaging, voice, and email agents.


[24]7 Assist

Empowers agents to quickly resolve customer issues across voice, video, chat, and messaging channels.



Instead of providing lengthy FAQ content, delight your customers with a Q&A Chatbot that converts FAQs to conversions. Check out [24]7 Answers.

Icon for Voices


Improve customer satisfaction by automating customer service. Know how to deliver a better customer experience with call automation and text to speech ivr.

Journey Analytics

[24]7 Journey Analytics uses advanced path analytics to deliver insights that identify how to improve CX and optimize omnichannel customer journeys.

Icon for Target


[24]7 Target helps brands to design and deliver personalized and targeted experiences across devices and channels through dynamic predictive messages and creatives.