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Annual service cost avoided
Annual service cost avoided
Cross-system service execution
A Top-10 retailer was managing order, returns, and post-purchase service inquiries across a high-volume contact center environment with complex back-end systems. Many customer requests required agents to check order status, verify shipment events, review return eligibility, update CRM notes, issue credits, and trigger follow-up tasks across 3–4 separate systems.
The problem was that existing automation stopped at conversation. Traditional chatbots handled FAQ-style responses, but service agents still had to complete the actual resolution work manually. This created a gap between customer intent and operational action, forcing escalations even when the request itself was routine.
The business consequence was a costly service model: high attrition, long training cycles, repeat contacts, and rising handle time during peak retail periods. CX and operations leaders needed an AI agent model that could complete the work behind the conversation, not just deflect the first message.
Novacis Digital delivered Agentic AI (autonomous workflow agents) as a cross-system resolution layer for retail customer service, automating order status, return initiation, refund follow-up, shipment exceptions, loyalty updates, and post-purchase service actions.
The agents understand customer intent, connect it to order history, policy rules, service eligibility, inventory or shipment status, and payment context, then execute the next approved action across the required systems.
The technical difference is orchestration with business context: agents do not simply answer questions or follow scripts; they reason across customer, order, policy, and fulfillment signals before completing the workflow.
Control is maintained through confidence thresholds, human approval gates, action-level audit logs, and exception routing for high-risk or policy-sensitive cases.
Shifts the operating model from conversation-only automation to governed cross-system service execution.
Customer Resolution Capabilities
Retail Service Execution Features
Novacis Digital deployed the production pilot in 10 weeks across two service channels and five high-volume inquiry types: order status, return initiation, refund follow-up, shipment exceptions, and post-purchase service updates. Over the next 14 weeks, the program expanded across web, app, and contact center assisted-service workflows, with AI agents completing routine resolutions, updating customer records, and escalating policy-sensitive cases with full context.
Early wins included lower repeat contacts, fewer manual cross-system actions, and faster resolution for routine post-purchase requests. The rollout directly addressed the Business Challenge by closing the gap between customer intent and operational action, allowing the retailer to move from chatbot response to governed end-to-end service resolution.
$4.6M in annual cost-to-serve avoided by completing routine order, return, and post-purchase requests through AI agents.
64% faster routine case closure by removing manual handoffs between customer intent, policy validation, and cross-system action.
3 service channels unified across web, app, and contact center assisted-service workflows.
2.4M service actions completed across order status, return initiation, refund follow-up, shipment exceptions, and post-purchase updates.
31 FTE-equivalent annual capacity preserved by reducing routine cross-system work during peak and non-peak periods.
