63% self-service on post-purchase support at a specialty retailer — agentic returns and orders
A specialty retailer's post-purchase support was 68% of contact center volume and mostly about the same six intents. pronix.ai deployed an agentic post-purchase workflow across chat and voice — 63% self-service, 22-second policy-clear refund resolution and 14-point NPS lift.
US specialty retailer, 1,100 stores + DTC · Salesforce Commerce Cloud · Amazon Connect · AWS Bedrock
- Client
- US specialty retailer, 1,100 stores + DTC
- Industry
- Retail & Ecommerce
- Platform
- Salesforce Commerce Cloud · Amazon Connect · AWS Bedrock
*Representative outcome; results vary by client, scope and platform configuration.
The challenge
Order status, returns, refund status, exchange, loyalty and warranty made up 68% of contact volume. The IVR shed customers, and agents copy-pasted policy text on every case.
Our approach
Intent-bounded agents
One agent per top-6 intent — bounded scope, clean escalation to a human on anything else.
Policy as code
Return, refund and exchange rules codified as decision policies the agent consulted — no policy improvisation.
Commerce Cloud writeback
Returns and exchanges created directly in Commerce Cloud with the right RMA, right label and right refund path — no callback.
Voice and chat parity
Same policies, same tone, same outcomes across voice and chat — the customer picked the surface.
Agent handoff with context
Escalations landed with the full intent trail and proposed resolution — agents confirmed instead of restarted.
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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