Title: Conversational AI for Retail

URL: https://www.infobip.com/agentos/conversational-ai-retail

# Conversational AI for retail that drives loyalty and repeat sales

Conversational AI in retail connects your brand to shoppers across every channel and touchpoint, from product discovery to post-purchase, with conversations that feel personal at scale.

[ Try for free ](/contact)

## Shoppers use multiple channels before buying, most retailers treat each one as separate

75% of shoppers use a mix of online and physical channels, with journeys spanning three or more touchpoints per purchase. Disconnected experiences lose customers.

### Shoppers browse online, visit the store, then message on WhatsApp, and expect the brand to remember them across all three

### Store associates and digital support teams work from different systems with no shared context

### Marketing, sales, and service operate in silos, creating inconsistent experiences at every handoff

## How conversational AI in retail creates one connected experience across every touchpoint

Retail isn't just online or in-store anymore. It's both, at the same time, on whatever channel the shopper prefers. Conversational AI connects those touchpoints into a single, personalized journey.

AgentOS deploys AI agents across WhatsApp, SMS, RCS, voice, web chat, and 15+ other channels. They assist shoppers with product questions, personalize recommendations, handle support requests, and keep the conversation going from digital to physical and back.

### Engage shoppers on their preferred channel with personalized product suggestions

### Connect online browsing behavior to in-store interactions for a unified experience

### Automate support for order tracking, returns, store hours, and product availability

### Drive loyalty with proactive outreach based on purchase history and preferences

## What a retail journey looks like when every channel is connected

The best retail experiences don't feel like separate transactions. They feel like one ongoing relationship. AgentOS makes that possible.

How it works 

##  Online to in-store

 A shopper browses your website and asks about a product on web chat. AI agent answers their question and shows nearby stores with stock. The shopper reserves the item and gets confirmation on their preferred channel with store directions and opening hours.

How it works 

##  In-store to digital

 After visiting the store, the shopper receives a follow-up message with styling suggestions based on what they tried on. AI agent recommends complementary products and offers an exclusive discount on their next purchase.

How it works 

##  Loyalty and re-engagement

 A month later, AgentOS sends a personalized alert when a product matching the shopper's preferences comes back in stock. The shopper buys directly through the conversation. No app, no website visit needed.

## Features of our conversational AI for retail

<accordion>
<accordion-item title="Unified customer profile across channels">
AgentOS builds a single view of each shopper across web, messaging, voice, and in-store interactions. Every conversation starts with context, regardless of channel.
</accordion-item>
<accordion-item title="AI-powered personalization">
Recommend products based on browsing history, purchase data, and stated preferences. Shoppers exposed to personalized AI recommendations are 4.5x more likely to complete a purchase.
</accordion-item>
<accordion-item title="Conversational commerce">
Shoppers browse catalogues, ask questions, and complete purchases within WhatsApp, RCS, or web chat. The entire journey happens in one conversation.
</accordion-item>
<accordion-item title="Store availability and reservations">
AI agent checks real-time inventory across locations and lets shoppers reserve items for in-store pickup through natural conversation.
</accordion-item>
<accordion-item title="Proactive campaigns and alerts">
New arrivals, flash sales, restock alerts, loyalty rewards. AI delivers personalized outreach based on shopper behavior and triggers responses conversationally.
</accordion-item>
<accordion-item title="Multilingual support across markets">
Engage shoppers globally in their preferred language without building local support teams for each region.
</accordion-item>
</accordion>

## Benefits of conversational AI in retail

87% of retailers report AI has had a positive impact on revenue, and 94% have seen it reduce operating costs. Here's how.

##  Higher conversion rates

 AI agent answers product questions, removes purchase friction, and guides shoppers to buy. Retailers using AI and automation achieve conversion rates 25–30% above industry averages.

##  Increased basket size

 Personalized cross-sell and upsell prompts during conversation increase average order value. Returning shoppers using AI chat spend 25% more per session.

##  Stronger customer loyalty

 Consistent, personalized experiences across channels build the kind of relationship that brings shoppers back. AI-driven personalization lifts retention rates by up to 15%.

##  Lower cost to serve

 AI agent resolves product queries, order tracking, and returns at a fraction of the cost of a phone call. Your team focuses on high-value interactions and VIP customers.

##  Connected in-store and digital experiences

 Shoppers move between channels without losing context. Online browsing informs in-store recommendations, and store visits trigger digital follow-ups.

##  Scale for peak seasons

 Black Friday, holiday campaigns, product launches. AI handles the surge in conversations without compromising experience quality or response time.

## Use cases of conversational AI in retail

From in-store assistance to post-purchase loyalty, these are the use cases where conversational AI delivers the strongest results for retailers.

<tabs>
<tab label="">
#### Product discovery and personalized recommendations

Shoppers ask for product suggestions in natural language. AI agent recommends items based on their preferences, browsing history, and what's trending. In-store, AI can guide shoppers to the right aisle or suggest alternatives when items are out of stock.
</tab>
<tab label="">
#### Store locator, stock check, and reservations

Shoppers find nearby stores, check product availability in real time, and reserve items for pickup through a quick conversation on WhatsApp or web chat.
</tab>
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#### Order tracking and delivery updates

AgentOS connects to your fulfilment system and provides real-time updates on shipping, delivery, and click-and-collect readiness. Proactive notifications reduce inbound support volume.
</tab>
<tab label="">
#### Returns and exchanges

AI agent walks shoppers through return eligibility, generates labels, processes exchanges, and updates records. Straightforward returns close without agent involvement.
</tab>
<tab label="">
#### Loyalty programs and VIP engagement

Enrolment, points balance, reward redemption, and exclusive offers happen through conversation. AgentOS identifies high-value shoppers and triggers personalized VIP experiences automatically.
</tab>
<tab label="">
#### Campaign activation and seasonal promotions

New collection launches, flash sales, back-in-stock alerts. AgentOS delivers targeted campaigns across channels and handles responses conversationally, turning marketing messages into purchase moments.
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</tabs>

#### Seamless integrations with your existing systems

AgentOS connects to the tools your hospitality business already runs on. No rip-and-replace required.

[ Explore all integrations ](https://partners.infobip.com/exchange)

## Customer stories: Successful implementations of conversational AI

[ View all customer stories ](/customers)

### Learn more about creating exceptional conversational experiences

[ Learn more ](/more)

### Frequently asked questions

<accordion>
<accordion-item title="What is conversational AI for retail?">
AI agents that engage shoppers, answer product questions, recommend items, manage orders, and drive loyalty across WhatsApp, SMS, web chat, in-store, and more. When a shopper needs human help, the AI hands off with full context.
</accordion-item>
<accordion-item title="How is this different from eCommerce AI?">
Retail AI covers both digital and physical touchpoints. It connects online browsing to in-store visits, enables stock checks and reservations, and creates a unified experience across channels that pure eCommerce solutions don't address.
</accordion-item>
<accordion-item title="What channels are supported?">
WhatsApp, SMS, RCS, voice, web chat, email, and 15+ more. Context persists across channel switches, so a shopper who starts online and walks into a store continues the same conversation.
</accordion-item>
<accordion-item title="Can AI connect to our in-store systems?">
Yes. AgentOS integrates with POS systems, inventory management, and CRM platforms through native connectors and flexible APIs. Real-time stock data powers conversational features like availability checks and reservations.
</accordion-item>
<accordion-item title="Does this work for multi-location retailers?">
Yes. AI handles store-specific inventory, hours, and promotions while maintaining a consistent brand experience across all locations and markets.
</accordion-item>
<accordion-item title="How quickly can we go live?">
Start with pre-built templates for store locations, order tracking, and loyalty flows. Full API and developer access is available for custom builds.
</accordion-item>
</accordion>

## Ready to transform your retail experience?

Give your team AI agents that personalize every interaction, connect every channel, and keep shoppers coming back.

[ Contact us ](/contact)