Intelinteract for retail and e-commerce
Answer every customer, even on your busiest day.
Order updates, returns, stock questions and bookings handled 24/7 on phone, WhatsApp, chat and social, with your team taking the conversations that need a person.
Customer service · today
Live- CallWhere is my order? Live status sent by WhatsAppResolved
- WhatsAppReturn requested, collection booked for ThursdayResolved
- Web chatSize in stock at the Mall branch, reserved for collectionReserved
- Missed callFollowed up by SMS, enquiry passed to salesRecovered
- OutboundBack-in-stock alert, customer placed the orderConverted
Illustrative example
The challenge
Sales are lost in the gaps between conversations.
- Calls and chats go unanswered at peak times, and those customers buy elsewhere.
- “Where is my order?” questions fill the queue and keep agents away from sales.
- Returns and refunds are handled by hand, across several systems.
- Enquiries about stock, sizes and branches go cold without a follow-up.
- Lapsed customers quietly stop coming back, and nobody notices in time.
The platform
Two layers that work together: customers on one side, your systems on the other.
- 24/7 AI agents for customer service and sales enquiries
- Agentic contact centre, 2 to 1,000+ seats
- Voice, WhatsApp, SMS, email, web chat and social
- Outbound reminders, back-in-stock alerts and win-back campaigns
- Order status, delivery and returns workflows from your order management system
- Stock and store availability lookups
- Refunds and exchanges within your policies, with staff sign-off where needed
- CRM updates after every conversation
Outcomes
What changes for customers and teams.
Customers get answers when they ask. Your team spends less time on status questions and more on the conversations that sell.
Every customer answered
Calls, chats and messages handled at any hour, including peak trading days.
Fewer repeat contacts
Order and delivery questions answered first time, from live order data.
More sales from every enquiry
Stock and product enquiries followed up until the customer buys or decides not to.
More customers coming back
Timely reminders and win-back outreach to customers who have gone quiet.
Measured from day one
We agree the measures with you at the start, take a baseline, and report against it after launch.
- Answer rate across every channel
- First-contact resolution
- Repeat contacts per order
- Enquiry-to-sale conversion
- Returning customers
Use cases
Built for the conversations retailers have every day.
Start with the highest-volume journeys, such as order updates and after-hours service, then extend into returns, bookings and outbound campaigns.
- 01
Customer service, 24/7
Answers product, policy and account questions on every channel, and hands over to your team with full context.
Shorter queues at peak times.
- 02
Order and delivery updates
Customers ask where their order is and get the live status from your order system, by voice or message.
Fewer repeat contacts to your team.
- 03
Returns and exchanges
Checks eligibility against your returns policy, books collections or sends return instructions, and keeps the customer updated.
Faster, consistent returns handling.
- 04
Store and stock enquiries
Opening hours, branch details, product availability and reservations for collection.
Enquiries turned into store visits.
- 05
Bookings and appointments
Click-and-collect slots, fittings, consultations, installations and repairs, booked and rescheduled.
Fewer missed appointments.
- 06
Reminders and win-back
Reminders, back-in-stock alerts, follow-ups on open enquiries and campaigns to lapsed customers, by voice, WhatsApp, SMS or email.
More repeat customers.
- 07
Contact-centre seats and routing
Omnichannel queues with skills-based routing for your human agents, from a small team to multi-site operations.
One queue for every channel.
- 08
Agent assist and quality
Real-time guidance, knowledge suggestions, call summaries and AI review of every conversation.
Consistent service from every agent.
The hybrid model
AI where it helps. Humans where it matters.
AI agents take the routine questions at any volume. Your team takes the conversations that need judgement, with the full history in front of them.
Handled by AI agents
- Order status and delivery questions
- Store hours, stock and policy questions
- Bookings, reminders and confirmations
- Returns within your policy
- Follow-ups by voice, WhatsApp or SMS
Handled by your team
- Complaints and sensitive conversations
- High-value sales and product advice
- Exceptions outside your policies
- Any customer who asks for a person
- Long-term customer relationships
Integrations
Works with your retail systems.
E-commerce platforms, order management, point of sale, CRM, payments, telephony and messaging tools.
FAQ
Questions retailers ask us.
What can Intelinteract handle for a retailer?
Customer service on phone, WhatsApp, SMS, email, web chat and social: order and delivery questions, returns, store and stock enquiries, bookings, reminders and win-back campaigns. Your team handles the conversations that need a person.
Will it replace our customer service team?
No. Intelinteract takes the repetitive status questions, reminders and follow-ups off your team so they can focus on complaints, advice and sales. Any customer who asks for a person is handed over with the full conversation history.
Can it look up live order and stock information?
Yes, once it is connected to your order management, e-commerce or stock systems. Intelinteract Studio runs the workflows behind each conversation, so answers come from your live data rather than a script.
Can we keep our existing phone numbers?
Yes. You can port your current numbers to Intelinteract or add new ones. Calls, routing, recordings and analytics are then managed in one place.
How does it cope with peak trading periods?
AI agents answer many conversations at the same time, so queues don't build up when volumes rise. Human agents work from the same omnichannel queue, with skills-based routing for the conversations they need to handle.
Does it support Arabic and other languages?
Yes. AI agents support multiple languages and dialects, so retailers serving diverse communities can speak to every customer in their own language.
Is customer data secure?
Intelinteract is built with enterprise-grade security and GDPR-aligned controls, with role-based access, audit trails and data residency options. Agents always tell customers they are speaking to an AI assistant.
How do we get started?
Most retailers start with order and delivery questions or after-hours customer service, then add returns, bookings and outbound campaigns. We agree the outcomes to measure, configure and test the agents on your journeys, and support you after launch.
What would you like customers to stop waiting for?
Show us your busiest customer journeys, such as order updates, returns or peak-season enquiries. We'll show you how Intelinteract handles them on every channel.