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.

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.

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.

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

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

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

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

99.2% conversational response rate (Autodesk)
73.3% self-service rate (Autodesk)
37% quality score improvement (Albert Heijn)

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.