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RetailCustomer ServiceRetail AIMulti-Agent
Omnichannel Service Automation
Designed a multi-agent service platform to unify support journeys across chat, email, and store-assist channels.
Challenge
Fragmented support systems caused handoff delays, inconsistent responses, and growing service costs during peak seasons.
Implementation Approach
- Implemented intent-routing and specialist support agents by channel and issue type
- Connected order, returns, and loyalty systems through governed tool access
- Added escalation and sentiment-based supervisor routing
- Established closed-loop analytics for continuous optimization
Before / After Metrics
First Response Time
76% faster
Before11 min
After2.6 min
Autonomous Resolution Rate
+46 pts
Before22%
After68%
Customer Satisfaction
+13 pts
Before81%
After94%
Architecture
Channel-Aware Service Orchestration
Agent Execution Flow
1
Intent Router Agent
2
Knowledge Agent
3
Order & Returns Agent
4
Escalation Agent
5
Customer Insights Agent
Technology Stack
Azure AI FoundryAzure AI SearchCommerce APIsCRM PlatformPower BI
Client Testimonial
The multi-agent model transformed our service operations and gave customers faster, more consistent support across channels.
VP of Customer Experience • Global Retail Brand