Agentic AI in Retail e-Commerce

Agentic AI agents engage shoppers at the moment they’re deciding whether to buy, not after they’ve already left. Quiq’s AI agents surface personalized product recommendations, answer sizing or fit questions, and prompt shoppers who pause mid-purchase, based on past purchase history and real-time context. A Fortune 500 office supply retailer used Quiq to shift routine phone inquiries to AI, freeing associates for high-intent sales conversations, and converted 51% of voice sales inquiries into orders. Retail teams are also increasingly pairing this with proactive messaging, like restock alerts or SMS nudges, to bring shoppers back before they buy elsewhere.

Yes. Quiq’s AI agents follow your exact policies, not generic rules, guiding customers through returns and exchanges step by step and checking eligibility against your own return windows, restocking fees, and product exceptions before responding. Quiq’s Verify Claim feature cross-references every response against your grounded data before it reaches the customer, which prevents the AI from approving a return that falls outside your policy. If a case needs judgment, like a damaged item or a loyalty exception, the AI hands off to a human agent with the full conversation history attached, so nothing gets re-explained.

Quiq trains one AI agent using natural-language Process Guides, then deploys it across voice, chat, SMS, Apple Messages, and WhatsApp, so a shopper gets the same brand voice and the same answer no matter which channel they use. Context carries with them if they switch, say from a text thread to a phone call, so they never repeat themselves. That matters most during peak windows like Q4, when retailers have historically had to staff up call centers for a few weeks a year. With Quiq, retailers can absorb seasonal spikes in inquiry volume without a seasonal hiring cycle.

Results vary by use case, but a few examples:

– A Fortune 500 office supply retailer converted 51% of voice sales inquiries into orders after shifting routine calls to Quiq’s AI, turning a cost center into a revenue channel.

– A national furniture and home goods retailer cut support escalations to human agents by 33% and had its highest sales day in company history after adding proactive AI and product recommendations.

– Molekule increased CSAT by 42% and surpassed its resolution goals by 20%.

These gains typically come from combining self-service automation with proactive, personalized outreach.

Older retail chatbots match a shopper’s question to one pre-written answer and stop there. Quiq’s AI agents reason across your product catalog, order systems, and policies to take action, completing an exchange, rebooking a delivery, or applying a loyalty discount, instead of just describing how a customer could do it themselves. Every decision is also visible: Process Guides show exactly which steps the AI agent followed, and Verify Claim checks each response against your data before it’s sent, so retail teams can see and adjust the agent’s logic without submitting a ticket to engineering.