Voice agents in retail and e-commerce
Find the retail calls worth automating first, from order status and returns to product support. Build a business case using your own contact data and a staged pilot you can measure.
Who’s this book for?
Customer experience, support, e-commerce and operations leaders at marketplaces, fashion brands and consumer electronics retailers planning their first voice agent deployment.
What will you learn?
Identify useful workflows for each retail category, the systems an agent needs and the decisions that should stay with people. Learn to model costs, protect customer data and measure resolution alongside repeat contact.
How can you use it?
Compare your top contact reasons with the planning worksheet, choose one narrow pilot and set success targets. Test on real customer speech, review outcomes and expand only when the measures hold.