Conversational commerce, merchandising agents and service AI.
Order support, returns, loyalty, conversational commerce, store-associate copilots and merchandising agents — unified across CX and merchandising, web, mobile, marketplace and store.
Ranges reflect outcomes observed across Pronix retail and ecommerce engagements; results vary by category mix, commerce stack and peak-season plan.
Retail's real omnichannel challenge is context, not channels.
Customers move fluidly across web, app, marketplace and store. Their context doesn't. AI applied across service, commerce, merchandising and store — with peak-season ops engineered in — closes that gap.
- Peak-season economicsContact-center staffing for peak is the industry's biggest CX cost — AI containment moves that number materially.
- Returns drive customer lifetime valueReturns UX is a retention lever masquerading as a cost.
- Merchandising decisions bound by analyst timeMarkdown and replenishment across thousands of SKUs are analyst-bound — agentic AI proposes actions, humans approve.
- Store associates as the ceiling on CXStore CX depends on associates having the right knowledge and product context in the moment.
Retail-first AI and CX capabilities.
Salesforce Agentforce service agents backed by Commerce Cloud + OMS APIs, voice fallback via Amazon Connect + Lex — 50–70% WISMO/returns deflection.
Product discovery, guided selling and post-purchase support on web, mobile and messaging.
AWS Bedrock semantic search + LLM re-ranking tuned on conversion signal — search-driven conversion lift on long-tail queries.
AWS Bedrock agents monitor sell-through, propose markdown and replenishment actions with rationale, execute after buyer approval.
In-store copilots for product knowledge, inventory look-up and clienteling on associate handhelds.
IDP + 3-way match automation, exception queue and analyst copilot for coding — 80%+ touchless invoice rate.
Load-tested containment, elastic CCaaS capacity, extended managed-ops coverage and daily war-room during peak.
A six-step model, from assessment to managed operations.
Every engagement follows the same rhythm — so business, IT and delivery stay aligned from opportunity to outcome.
Journey, contact-driver and channel baseline.
AI architecture, CCaaS blueprint, peak plan.
One journey live end-to-end.
OMS/CRM integration, CCaaS build.
Journeys, channels, brands, regions.
Managed operations including peak-season.
Use cases already in production with enterprise clients.
Service agents backed by Commerce Cloud + OMS APIs; voice fallback via Amazon Connect — 50–70% WISMO/returns deflection.
Agents monitor sell-through, propose markdown/replenishment actions with rationale, execute after buyer approval — faster markdown cycles, fewer stockouts.
Semantic search + LLM re-ranking + evaluation loop tuned on conversion signal — better relevance, higher conversion on long-tail queries.
IDP + 3-way match automation, exception queue and analyst copilot for coding — 80%+ touchless invoice rate.
Peak-Ready CX & Merchandising Reference Architecture
How to design retail AI for two buyers at once — the VP CX (containment, returns UX, peak load) and the COO/CMO (merchandising and inventory agents). Includes load-tested containment patterns, OMS/commerce integration seams and a peak-season operating rhythm.
Pronix service lines aligned to retail & ecommerce ai and cx solutions outcomes.
Strategy, implementation and operating support are combined around the service motions most relevant to this industry.
Grounded on your data. Governed on day one.
Every platform we implement is only as good as the retrieval, connectors and controls behind it. These are the horizontal solutions we ship with every engagement.
Where this fits in our practice
Questions buyers ask us first.
- Do you integrate with our OMS and commerce platform?
- Yes — Shopify, Salesforce Commerce, Manhattan Active Omni, SAP Commerce, custom OMS and headless commerce stacks.
- How do you handle peak-season readiness?
- Load-tested AI containment, elastic CCaaS capacity, extended managed-ops coverage and daily war-room during peak — sized against your prior-year contact curve.
- Do merchandising agents replace merchants?
- No — agents monitor sell-through and propose markdown, replenishment or assortment actions with rationale. Buyers/planners approve and execute. Humans stay in the loop on every commercial decision.
- Can this power B2B commerce too?
- Yes — many of the same patterns apply to distributor and B2B service, with account-aware personalization.
Book a working session with our retail & ecommerce ai and cx solutions team.
30 minutes. Your architecture, your data, your KPIs. You leave with a concrete pilot outline and a business case worth defending.