From WISMO to upsells: How retail brands are using AI agents
August 6, 2025
Written by Matt Savage
Delivering great customer experiences in retail is more challenging than ever. One confusing return policy, delayed order update, or off-brand reply can lose a customer for good. Support teams need to get it right every time, across every channel.
But scaling high-quality service is hard. Shoppers expect fast, personalized help, but seasonal spikes and growing ticket volume strain even the best teams. Traditional chatbots built on decision trees often fail to resolve problems and trap customers in frustrating loops.
That’s why more retail brands are turning to AI agents. With Decagon, they resolve issues quickly, follow business logic, and maintain a consistent brand voice across every channel. Built-in transparency, safety, and guardrails keep AI agents accurate and trustworthy, so teams move faster, deliver better experiences, and turn support into a growth lever.
Here are five ways AI agents are transforming retail CX today.
1. Instantly resolve order and account-related questions
“Where’s my order?” “Can I return this?” “How do I update my address?” These questions make up a large share of retail support volume. They aren’t the most complex, but they’re often the most frequent and most important touchpoints customers have with your brand.
Decagon’s AI agents resolve these questions instantly across chat, email, and voice. They integrate with platforms like Shopify, follow both internal and external policies, and take real action in real time. The result: no wait times, satisfying experiences, and more chances to turn support into a second sale.
2. Manage seasonal surges and product drops
Black Friday, holiday traffic, and product launches can flood your support channels overnight. Without the right systems, teams scramble to maintain SLAs and often fall short. One Decagon customer stayed ahead of tickets during a surge tied to a major Tour de France campaign without needing to bring on temporary staff.
Decagon equips retail teams to handle these moments confidently. AI agents scale instantly, powered by Agent Operating Procedures (AOPs) that ensure consistent resolution, tone, and accuracy even across millions of conversations.
3. Help customers discover and buy the right products
Pre-purchase questions are make-or-break moments. If a shopper isn’t sure about size or how a promo works, they’re likely to abandon their cart. For DTC brands especially, answering fit-type questions quickly and accurately can mean the difference between a conversion and a lost sale.
Decagon’s AI Agents guide customers to the right products, recommend alternatives when items are out of stock, and surface loyalty perks at just the right moment. By combining product data, inventory, and business logic, Decagon can turn reactive support into conversion-ready experiences.
4. Deliver consistent, on-brand support every time
Support is more than solving problems – it’s a direct extension of your brand. One early-stage retailer hired actors and creatives to run their support team because they wanted every interaction to feel fun, human, and memorable. But as they grew, scaling that kind of brand experience became much harder across regions and teams.
Decagon’s AOPs, tone guidelines, and rules reflect your brand’s voice and values. Our AI agents support multiple languages and brand personas, so every interaction feels accurate, empathetic, and consistent— no matter the customer, channel, or market.
5. Spot hidden friction before it escalates
Support conversations often reveal patterns. When customers repeatedly ask about sizing, return windows, or promo codes, it usually points to a deeper issue. However, most teams don’t have the time or tools to analyze this feedback at scale.
Decagon provides a suite of tools to unlock the Voice of the Customer. Use Ask AI to surface patterns across thousands of tickets, or set Watchtower flags to monitor spikes in issues like delivery delays or policy confusion. Track trends over time and share them across teams to turn support into a source of strategic insight.
The future: Concierge customer experience
Decagon already resolves tickets, assists customers, and uncovers insights. But the long-term opportunity goes far beyond support.
We’re building toward AI agents that deliver true concierge experiences. They’ll anticipate intent, surface timely upsell opportunities, and proactively recommend personalized bundles within multi-turn conversations. These agents won’t just answer questions. They’ll guide decisions, elevate experiences, and act as trusted extensions of your brand.
Retailers that invest in AI agents today are setting the foundation for long-term growth. Support becomes a strategic driver of revenue, retention, and customer lifetime value.
Ready to see what AI agents can do for your brand?
Request a demo to learn how Decagon helps leading retailers scale smarter, stay on-brand, and deliver faster support across every channel.
From WISMO to upsells: How retail brands are using AI agents
Five real-world ways AI agents are helping retailers boost efficiency, increase conversion, and turn support into a growth engine.
Delivering great customer experiences in retail is more challenging than ever. One confusing return policy, delayed order update, or off-brand reply can lose a customer for good. Support teams need to get it right every time, across every channel.
But scaling high-quality service is hard. Shoppers expect fast, personalized help, but seasonal spikes and growing ticket volume strain even the best teams. Traditional chatbots built on decision trees often fail to resolve problems and trap customers in frustrating loops.
That’s why more retail brands are turning to AI agents. With Decagon, they resolve issues quickly, follow business logic, and maintain a consistent brand voice across every channel. Built-in transparency, safety, and guardrails keep AI agents accurate and trustworthy, so teams move faster, deliver better experiences, and turn support into a growth lever.
Here are five ways AI agents are transforming retail CX today.
1. Instantly resolve order and account-related questions
“Where’s my order?” “Can I return this?” “How do I update my address?” These questions make up a large share of retail support volume. They aren’t the most complex, but they’re often the most frequent and most important touchpoints customers have with your brand.
Decagon’s AI agents resolve these questions instantly across chat, email, and voice. They integrate with platforms like Shopify, follow both internal and external policies, and take real action in real time. The result: no wait times, satisfying experiences, and more chances to turn support into a second sale.
2. Manage seasonal surges and product drops
Black Friday, holiday traffic, and product launches can flood your support channels overnight. Without the right systems, teams scramble to maintain SLAs and often fall short. One Decagon customer stayed ahead of tickets during a surge tied to a major Tour de France campaign without needing to bring on temporary staff.
Decagon equips retail teams to handle these moments confidently. AI agents scale instantly, powered by Agent Operating Procedures (AOPs) that ensure consistent resolution, tone, and accuracy even across millions of conversations.
3. Help customers discover and buy the right products
Pre-purchase questions are make-or-break moments. If a shopper isn’t sure about size or how a promo works, they’re likely to abandon their cart. For DTC brands especially, answering fit-type questions quickly and accurately can mean the difference between a conversion and a lost sale.
Decagon’s AI Agents guide customers to the right products, recommend alternatives when items are out of stock, and surface loyalty perks at just the right moment. By combining product data, inventory, and business logic, Decagon can turn reactive support into conversion-ready experiences.
4. Deliver consistent, on-brand support every time
Support is more than solving problems – it’s a direct extension of your brand. One early-stage retailer hired actors and creatives to run their support team because they wanted every interaction to feel fun, human, and memorable. But as they grew, scaling that kind of brand experience became much harder across regions and teams.
Decagon’s AOPs, tone guidelines, and rules reflect your brand’s voice and values. Our AI agents support multiple languages and brand personas, so every interaction feels accurate, empathetic, and consistent— no matter the customer, channel, or market.
5. Spot hidden friction before it escalates
Support conversations often reveal patterns. When customers repeatedly ask about sizing, return windows, or promo codes, it usually points to a deeper issue. However, most teams don’t have the time or tools to analyze this feedback at scale.
Decagon provides a suite of tools to unlock the Voice of the Customer. Use Ask AI to surface patterns across thousands of tickets, or set Watchtower flags to monitor spikes in issues like delivery delays or policy confusion. Track trends over time and share them across teams to turn support into a source of strategic insight.
The future: Concierge customer experience
Decagon already resolves tickets, assists customers, and uncovers insights. But the long-term opportunity goes far beyond support.
We’re building toward AI agents that deliver true concierge experiences. They’ll anticipate intent, surface timely upsell opportunities, and proactively recommend personalized bundles within multi-turn conversations. These agents won’t just answer questions. They’ll guide decisions, elevate experiences, and act as trusted extensions of your brand.
Retailers that invest in AI agents today are setting the foundation for long-term growth. Support becomes a strategic driver of revenue, retention, and customer lifetime value.
Ready to see what AI agents can do for your brand?
Request a demo to learn how Decagon helps leading retailers scale smarter, stay on-brand, and deliver faster support across every channel.
