Turn every channel into a high-converting retail assistant
We helped an omnichannel retailer deploy AI agents for product discovery, order care, and post-purchase support—lifting online conversion by 14% and reducing “where is my order” tickets by 45%.
- AI sales associates on web, app, and WhatsApp
- Instant order tracking and status updates without human agents
- Automated returns, exchanges, and store-credit flows
- Localized experiences in Spanish, Portuguese, and English
Storefront performance (today)
$482,190 in revenue
4.3% conversion • $96 AOV
Challenges
- High volume of “where is my order?” tickets overwhelmed the CX team during promos and peak season.
- Returns and exchanges required multiple systems: OMS, WMS, carrier tracking, and in-store inventory.
- Product discovery relied on generic search; customers struggled to find items by style, fit, or use-case.
Our solution
We introduced an agentic orchestration layer across the retailer’s ecommerce, OMS, WMS, and messaging stack. Lussent agents guide shoppers to the right products, resolve order questions, automate returns, and only escalate edge cases to humans.
Agentic playbooks
Assisted shopping & product discovery
AI agents act as digital stylists and product experts, helping customers find the right items by intent, context, and constraints.
- Natural-language queries: “black dress for a beach wedding under $150”
- Size & fit guidance powered by returns history and reviews
- Bundling and cross-sell suggestions mapped to margin rules
Order care & WISMO automation
End-to-end automation for order tracking, address corrections, and delivery issues across chat, email, and WhatsApp.
- Instant order status by email, phone, or order ID
- Proactive updates when shipments are delayed or split
- Carrier API integration for real-time tracking and delivery exceptions
Returns, exchanges, and loyalty flows
Policy-aligned agents process returns and exchanges while protecting margin and driving repeat purchases.
- Self-service returns with eligibility checks and label generation
- Smart exchanges (size, color, or similar product) to save the sale
- Store credit & loyalty nudges tuned to CLV and fraud risk
−45%
WISMO ticket volume
+14%
Online conversion rate
+62%
Self-service return resolution
−32%
Live agent handle time
after AI triage
“Lussent’s agents feel like our best store associate cloned across every channel. They handle the repetitive order and returns work so our team can focus on high-value customers.”
Frequently asked questions
Bring AI sales associates to your stores
Turn every digital touchpoint into a helpful, on-brand shopping experience—without scaling your headcount 1:1.