Accelerating the Next Generation of Retail Customer Experience

Customers expect a proactive, personalized, consistent, and outstanding service experience across digital channels, as well as self-service.

Automate the gathering and aggregation of data from multiple source systems (POS, loyalty programs, e-commerce) to create a fast and accurate dataset that can be used for analysis and targeted action.

Digital workers produce timely insight reports to enable fast action, from advising which day social media influence might be optimal to recommending which products are likely to sell best and where. Getting the right information to the right teams at the right time can ensure the best outcomes.

Execute data-driven marketing campaigns using digital workers to connect relevant offers to the right customers. Manage campaign peaks without scaling up your human workforce.

If there’s a recommendation to challenge an order, a case is created in the CRM system. Digital workers can perform a series of cross-checks on the order via internal and external systems. Suspect orders may then be referred for human action.

Automate the cancellation of orders quickly where fraud is suspected, minimizing the risk of orders being shipped through any delay in action.

Digital workers check inventory against expectations and flag exceptional shrinkage, enabling further proactive investigation by their human colleagues.

Digital workers can monitor customer transactions across all systems to identify money laundering activity. A digital worker receives suspicious transaction alerts from an analytics tool, creates and populates a case file, extracts data from multiple bank records, contacts the customer for information, identifies the suspected fraud and presents the case to your human workers to render a decision.

Automate customer order management processes to minimize time from order to acknowledgment and completion.

Digital workers check legacy inventory systems to determine current stock levels and notify retail workers on duty to reserve the product for online customer orders.

Digital workers pull together data from telematic technology like radio-frequency identification to track items and accurately update their status for improved visibility along the supply chain.

Automatically confirm that a product has been picked and packed, then email the customer that their order is ready to be collected and/or is out for delivery.

Automate and accelerate the interbranch transfer process for returned products. Triage returned goods entering the distribution center or store them using previous returns information or store preferences. Then allocate the stock to an appropriate selling location, raising the relevant documentation for the transfer. Processes are handled quickly, minimizing markdowns.

Automate all manual tasks related to recruiting, onboarding and reference requests, update personnel systems, and action reference outcomes.

Generate payroll for new staff without error and in good time, ensuring new employees never miss a pay packet.

Review employee time records daily for accuracy and completion for that day. Notify employee or manager of any missing information to fix defects and maximize payroll accuracy.

Digital workers create new user accounts in sales and personnel applications, as well as setting up the right building access for staff so they can get going from day one.

Automate onboarding through self-learning curriculums and identify reskilling opportunities to better support the future of work.

Review employee certification status against requirements. Notify employees, managers, and compliance teams of certification requirements.