Retail

AI agents for the moments that shape customer loyalty, conversion, and post-purchase trust

Retail customers do not think in channels or support categories. They want to find the right product, get a clear answer, fix an order issue, complete a return, apply a discount, track a delivery, or move to the next step without friction. Rasa helps retailers build AI agents that can handle those moments across commerce, service, and loyalty workflows, connecting to the systems behind the experience and carrying context from one interaction to the next.

From pre-purchase guidance to post-purchase resolution, Rasa enables retailers to automate real customer work across chat, voice, apps, and messaging while keeping experiences consistent, brand-aligned, and operationally controlled.

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Retail support agent conversation alongside its execution flow

Trusted by leading retail and e-commerce enterprises.

How it works

Connect to the systems behind the customer experience

Work across commerce, service, loyalty, and fulfillment systems so AI agents can act on real customer requests instead of just answering them.

Orchestrate retail workflows with control

Guide shoppers through order management, returns, delivery issues, promotions, and account support using AI agents that follow your business rules and brand standards.

Reuse what works and expand faster

Turn proven workflows into reusable building blocks that can be extended across channels, brands, regions, and use cases without rebuilding from scratch.

RETAIL USE CASES

Built for high-value, high-stakes conversations

Order Management & Post-Purchase Support

Automate the highest-volume moments after purchase, from order status and cancellation requests to delivery changes and shipment issues. This reduces “where is my order” volume while improving trust after purchase.

Returns, Exchanges and Refund Workflows

Turn one of retail’s most expensive service categories into a smoother, more guided experience by helping customers start returns, check eligibility, choose exchange options, and track outcomes.

Product Discovery & Shopping Guidance

Support shoppers before purchase with guided product search, comparison, fit or compatibility questions, and personalized recommendations that help move customers closer to checkout.

Promotions & Checkout Recovery

Help customers understand offers, apply promo codes, resolve discount issues, and move through checkout-related questions without dropping out of the journey.

Loyalty, Memberships and Repeat Purchase Support

Handle points balances, reward eligibility, subscription changes, and account-related service moments that influence retention and repeat revenue.

Delivery Issues and Service Recovery

Respond to delivery failures, refund delays, replacement requests, and other moments where quick, consistent resolution matters most for customer trust.

Support Triage & Escalation

When automation should hand off, the assistant collects the right details, summarizes the issue, and routes the case to the correct team with full context, including order information, timestamps, issue category, and urgency. Agents start with what they need. Customers do not have to repeat themselves. The handoff feels continuous, not disruptive.

A shopper asks where a late order is and the agent reroutes it to their office, with the execution flow showing order located, carrier status checked, address rerouted and ETA confirmed

Dialogue system

AI agents that can move the customer forward

Rasa supports AI agents that do more than respond. They help customers complete the next step across orders, returns, delivery issues, promotions, and account support.

Guide customers through high-friction retail workflows
Keep the experience moving even when requests change midstream
Support service moments that affect loyalty, conversion, and trust
Make automation useful in the moments customers actually remember

Deployment control

Built to work with retail operations

Rasa fits into the systems behind the customer experience, from commerce and loyalty to payments and fulfillment.

Connect to the retail stack without replacing core systems
Support evolving workflows across brands, markets, and teams
Operate within the infrastructure retailers already run
Give teams more flexibility than closed platform models

Multi-agent orchestration

Reusable workflows across channels and use cases

Rasa helps retailers package what works into reusable capabilities that can be extended across the journey.

Reuse workflows across chat, voice, mobile apps, and messaging
Apply the same logic across post-purchase, loyalty, and support moments
Reduce fragmentation across channels and teams
Scale customer experience without rebuilding from scratch

Open framework and ownership

Full ownership of the system

Rasa gives retail teams control over how workflows behave, how systems connect, and how experiences evolve over time.

Modify workflows, integrations, and business logic directly
Adapt quickly to seasonal shifts, policy changes, and promotions
Extend the platform without vendor dependency
Build on a system your team can operate long term

A shopper reports a package marked delivered but missing, and the agent checks carrier data and delivery proof, then starts a replacement order

We needed a solution that could scale with our ambitions. Rasa solves some hard problems related to conversational AI that enable us to move faster.

James Bradley

Senior Director of Data Science & Machine Learning

Albert Heijn adopted Rasa and began migrating to CALM through a coexistence strategy — starting with a single flow and gradually expanding coverage, achieving a 22% improvement in prevented contact rate and a 37% increase in quality score.

Albert Heijn

Largest supermarket chain in the Netherlands

Frequently asked questions

What retail workflows can Rasa automate?

Rasa can automate workflows such as order updates, returns, exchanges, refund status, product guidance, loyalty support, account service, delivery issue resolution, and escalation support across voice and digital channels.

Can Rasa work with existing retail systems?

Yes. Rasa integrates with commerce, service, loyalty, payment, fulfillment, and CRM systems through APIs and connectors, allowing retailers to automate workflows without replacing core infrastructure.

Can Rasa support both shopping and post-purchase experiences?

Yes. Rasa can support product discovery, promotions, checkout support, order management, returns, loyalty, and service recovery across the customer journey.

Does Rasa support omnichannel retail experiences?

Yes. Rasa runs one assistant across web chat, mobile app, WhatsApp, SMS, and voice using a single logic layer. Shared memory and task state persist across touchpoints, so a customer who starts a return on chat and switches to WhatsApp picks up where they left off without repeating themselves.

What retail companies use Rasa?

Enterprise retailers and e-commerce brands including Autodesk and Albert Heijn use Rasa to automate customer interactions across order management, post-purchase support, and delivery inquiries. Autodesk handles 100% of e-commerce webchat traffic with a 99.2% response rate. Albert Heijn improved delivery support quality by 37%.

How is Rasa different from other conversational AI platforms for retail?

Rasa helps retailers automate real commerce and service workflows across systems, not just answer questions or route customers elsewhere. It gives teams more control over integrations, workflow behavior, and how experiences evolve across channels, which makes it a stronger fit for retailers that need flexibility, continuity, and long-term ownership.

How does Rasa help product discovery and conversion?

Rasa helps shoppers move from questions to decisions by guiding product discovery, answering fit or compatibility questions, surfacing relevant offers, and connecting into catalog or commerce systems. This makes it easier for retailers to support assisted shopping experiences that reduce friction and move customers closer to checkout.