41% self-service containment for a national retailer — order status and returns on conversational AI
A national retailer wanted to contain repetitive order-status and returns calls without hurting the high-touch loyalty experience. pronix.ai deployed Kore.ai Agent Platform on voice and chat over Genesys Cloud with Salesforce Commerce integration — 41% containment and CSAT up half a point.
National retailer, 3,100 agents · Kore.ai Agent Platform · Salesforce Commerce Cloud · Genesys Cloud
- Client
- National retailer, 3,100 agents
- Industry
- Retail & Ecommerce
- Platform
- Kore.ai Agent Platform · Salesforce Commerce Cloud · Genesys Cloud
*Representative outcome; results vary by client, scope and platform configuration.
The challenge
70% of contacts were three intents — order status, returns and loyalty balance — but the previous chatbot only handled 12% end-to-end. Leadership wanted containment without a wave of angry loyalty-member escalations at peak.
Our approach
Intent-first, tier-based rollout
Shipped the top three intents first, then expanded. Loyalty tier ≥ Gold was routed to a human by policy — containment metric was measured net of that carve-out.
Search AI grounding on the product catalog
Grounded returns policy, item eligibility and store hours on the live catalog instead of a static KB. No stale answers when policy changed.
Voice + chat single-source authoring
One Agent Platform flow deployed to Genesys voice and the storefront chat — content team maintained one script, not two.
Peak-week guardrails
Hard cap on new intents in the six weeks before Black Friday; only guardrail tuning was allowed. Zero peak-week regressions.
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Kore.ai programs, delivered and measured
Agent Platform virtual agents, Contact Center AI agent assist and Search AI grounding — deployed on regulated healthcare, banking and retail floors.
Brief details →AI for order support, returns, merchandising and peak readiness
WISMO and returns deflection, conversational commerce, store-associate copilots and merchandising agents across web, mobile, marketplace and store.
Brief details →90-day cutover from legacy IVR to Amazon Connect at a national retailer
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Read →Omnichannel conversational AI at a large healthcare provider — one bot across voice, web, SMS and app
Read →Illustrative case study. Scenarios, metrics, quotes and client details are representative composites based on Pronix engagements and industry benchmarks unless a named client is shown with written consent. Outcomes vary by client, scope, data quality and platform configuration. Nothing on this page is a guarantee, warranty or professional advice. See our Terms of Use for the full disclaimer.
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industryRetail & Ecommerce — routed to this team