Uninterrupted customer support:
the AI agent handles every request, day and night, with precision, speed, and fluidity
Personalized customer journeys:
the retail AI agent adapts to each customer request, taking into account the context, the channel used, and the interaction history
An omnichannel, unified customer service:
in retail, the AI agent ensures a seamless flow across all touchpoints for a consistent experience
Less waiting, more efficiency:
the AI agent handles repetitive requests autonomously, freeing up time for your advisors
An AI agent to ease the workload of retail teams:
freed from simple, repetitive requests, your advisors can focus on more complex issues
In a context where retailers must handle an increasing volume of requests, meet customers’ expectations for instant responses, and optimize human resources, the AI agent offers a concrete, scalable, and cost-effective solution. It enables:
From order tracking and product returns to availability requests and frequently asked questions, retail brands must handle a continuous flow of inquiries across all channels. To respond instantly, without mobilizing entire teams, AI agents step in as the first line of support. They handle simple, recurring requests on any channel: website, phone, messaging apps... Thanks to conversational AI agents and chatbots, visual IVRs that redirect calls to faster digital paths (FAQ, forms, messaging), and mailbots capable of automatically processing incoming emails, every interaction is handled swiftly and seamlessly.
The result: a seamless, consistent, and frictionless omnichannel experience, fully aligned with today’s customer journeys.
With the constant influx of customer inquiries, customer service advisors can quickly become overwhelmed. The key challenge: freeing up time for complex situations while maintaining a high standard of service. AI enables smart operational filtering. Conversational agents handle simple questions online, delivering instant answers. Mailbots read, categorize, respond to, or route emails to the right contacts, minimizing manual effort. Beyond automation, some AI tools, like Augmented advisor agents, can support human advisors during more sensitive interactions by offering contextual information and ready-to-use responses.
The result: better availability of teams, relieved from first-level processing and fully focused on high-value customer requests.
In retail, the quality of automated responses has a direct impact on brand perception. When customers ask a question, report an issue, or track an order, they expect clear, accurate, and compliant answers. To ensure this level of reliability, retailers can rely on two layers of control. On one hand, they rely on specialized models, such as “LLM as a judge”, to analyze AI-generated responses, detect inconsistencies, and qualitative responses. On the other hand, AI agents are built to integrate regulatory requirements, particularly around data privacy (such as GDPR), to guarantee responsible and compliant handling of customer information. These safeguards help build trustworthy AI through regular monitoring tailored to operational needs.
The result: a more fluid digital customer relationship, where trusted AI delivers consistent, secure, and always-available responses.
Nowadays, meeting customer expectations instantly has become essential. To achieve this without overburdening teams, the AI agent, connected to internal systems (e-commerce, logistics, CRM), autonomously handles simple requests such as order tracking, returns, and product availability. Powered by advanced technologies, the AI agent understands the intent behind each request (thanks to NLU), accesses real-time data (via a RAG), and delivers consistent responses aligned with brand standards, ensuring a seamless and reliable customer journey. But its role goes further: when human intervention is needed, AI becomes a true assistant. The Augmented advisor agent supports teams by providing clear context, key data, and relevant suggestions, enabling fast, personalized service.
The result: effective self-service for customers, and retail teams refocused on complex, high-value interactions.
Like many retailers, Fnac Darty faces a growing number of incoming calls, often related to simple but repetitive questions. To ease the burden on its teams and better support its customers, the group chose DialOnce's visual IVR.
As soon as a customer calls, they are greeted by a clear and user-friendly digital interface that guides them to the right information or service, order tracking, returns, claims, and more. The result: shorter wait times, instant answers, and agents more available to handle complex requests.
"We need to step up our digital efforts to improve customer satisfaction and reduce our costs (...) Our position is to let customers choose the channel they like. So we've opened up everything, every possible instant messaging channel (...)."
For over 10 years, DialOnce has been supporting French retail brands with a clear goal: enhancing the customer experience while easing the burden on teams.
By understanding the intent behind each request, AI agents seamlessly guide customers to the right channel and service without delay. Integrated with business tools, they automate responses to the most common questions, freeing up time for teams to focus on more complex tasks.
Through continuous learning, the AI agent refines its responses and anticipates customer expectations. This ability to adapt makes interactions more natural, personalized and seamless for both customers and retail teams.
Rather than operating separately, the AI agent integrates directly into your business environment—from the tools you already use to the customer journeys you've designed. It streamlines interactions, simplifies repetitive tasks, and supports your teams on a daily basis.
