Smarter Retail & Ecommerce Support with Agentic AI

Personalized, real-time, and scalable experiences that turn shoppers into loyal customers

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Retail and ecommerce are undergoing a massive shift. With nearly 80% of retailers already using AI in some form and 95% of interactions expected to be AI-powered by 2025, customer experience is becoming the biggest differentiator.

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At CogentHubCX.AI, we help brands deliver seamless shopping journeys — from personalized recommendations to 24/7 omnichannel support — while reducing costs and driving measurable revenue growth.:

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    30% reduction in operational costs with hybrid AI-human support models

    65% increase in customer satisfaction with AI-powered interactions

    +40% sales uplift via proactive engagement using intelligent agents

    By 2028, agentic AI will manage around 68% of ecommerce customer support. Early adopters are seeing better customer satisfaction, less churn, and increased efficiency.

    Data-backed infographics

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    0%
    of ecommerce companies now use AI in at least one business function
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    Generative AI adds

    $240–390B

    annual value to retail through conversions and cost reduction

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    0%
    of retail interactions will be AI-powered by 2028, allowing agents to focus on complex cases
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    0%
    of shoppers say AI makes their experience better through faster support, personalisation, and tailored recommendations
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    Reimagining Retail & Ecommerce CX with Agentic AI

    Personalized journeys, faster resolutions, and scalable support that drive growth and loyalty

    Customer expectations in retail are higher than ever — instant service, personalized offers, and seamless experiences across channels.
    At CogentHubCX.AI, we solve these challenges through agentic AI that doesn’t just respond—it thinks, acts, and improves with every interaction.

    Solving Retail Industry’s Most Pressing CX Challenges — With Agentic AI

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    Seasonal peaks overwhelm support teams

    AI-driven omnichannel engagement scales as needed, using predictive analytics and behavioural segmentation to personalise outreach, launch retention campaigns, and recommend timely offers before customers reach out.

    Proven Results: For a UK fashion retailer, CogentHubCX enabled seasonal ramp-up with AI-powered support, cutting response times by 60% and maintaining service quality during peak demand.
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    Abandoned carts and low conversion rates

    Predictive engagement and personalized offerings are enabled by agentic AI. Our artificial intelligence system detects service gaps, coaching opportunities, and potential escalation risks in real time, delivering thorough automated insights that replace the need for manual audits.

    Proven Results: An ecommerce client improved conversion by 15% with real-time abandoned cart outreach and tailored promotion
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    Rising fraud risks in online retail

    AI-based fraud detection and secure transaction monitoring. Agentic AI monitors context, emotional tone, and previous interactions to escalate important cases to the appropriate channel or expert, minimizing the need for customers to repeat information.

    Proven Results: One ecommerce client cut cost per transaction by 25% and improved SLA compliance to 98%.

    Challenge

    High Volumes, Slow Response

    Solution

    Our agentic virtual assistants handle routine queries, authenticate users, and guide customers through onboarding or issue resolution — instantly and across channels. Human agents step in only when needed, supported by real-time insights and adaptive routing.

    Case Study

    A leading UK telecom provider reduced call deflection by 45% and improved first contact resolution by 28% by deploying CogentHubCX’s conversational AI across voice and digital channels.

    Challenge

    High Churn from Unpersonalized Service

    Solution

    AI-powered journey orchestration and proactive engagement for telcos. We utilize predictive analytics and behavioral segmentation to personalize outreach, trigger proactive retention campaigns, and recommend relevant offers in real-time without waiting for the customer to initiate a call.

    Case Study

    By leveraging AI to identify churn signals and personalize plan upgrades, a telecom client boosted sales per advisor by 29% and significantly reduced post-campaign churn within 90 days.

    Challenge

    Inconsistent Service Quality

    Solution

    Real-time quality monitoring with AI-driven QaaS.
    Our Quality-as-a-Service (QaaS) framework analyzes 100% of interactions using natural language processing and sentiment analytics, thus identifying service gaps, coaching needs, and escalation risks.

    Case Study

    A telecom partner implemented QaaS to replace manual audits and scaled to 100% interaction coverage. Within two months, quality scores improved by 27% and complaint volumes dropped by 26%.

    Challenge

    Delayed Escalations in Multichannel Journeys

    Solution

    AI-powered omnichannel routing and sentiment-aware escalation
    Agentic AI continuously monitors context, emotional tone, and prior interactions to escalate critical cases to the right channel or expert — without the customer repeating themselves.

    Case Study

    One client cut cost per transaction by 25% and improved SLA compliance to 98%.

    Challenge

    Rising Fraud & Compliance Risk

    Solution

    AI-driven risk mitigation that sees what humans miss
    We use behavioral modeling, anomaly detection, and rule-based engines to proactively flag fraud, run AML checks, and generate compliance-ready audit trails — in real time.

    Case Study

    A telecom client serving mobile and broadband customers integrated our orchestration engine, reducing multichannel resolution times by 38% and improving CSAT across chat and email channels.

    The CogentHubCX.AI Difference

    Agentic AI that adapts, reasons, and self-improves

    Domain-trained teams, guided by analytics

    Human-in-the-loop oversight with full compliance traceability

    Real-time dashboards, SLA monitoring, and ongoing optimization

    What you can get

    Better CX

    +28% First Contact Resolution

    +30% CSAT improvement

    Higher Revenue

    +40% sales conversion

    +28% increase in average order value

    Lower Cost

    25–40% operating savings

    -25% cost per transaction

    Full Compliance

    98% SLA Compliance

      Better CX

      CSAT improvement up to 30% with 24/7 intelligent self-service

      Higher Revenue

      15% uplift in online sales from AI-driven personalization

      Lower Cost

      65% cost reduction for luxury retailer with AI + omnichannel support

      Full Compliance

      50% higher retention with proactive engagement and predictive support