# AI Agents for Retail & E-commerce AI agents are now part of every buying decision. Customers expect agentic AI to serve them instantly, while their own AI agents show up to search, compare, and buy on their behalf. Cognigy helps retailers and brands stay ready for both, with AI built to act, decide, and deliver at enterprise scale. ## Case Study: Mister Spex ## 88% Return Label Requests fully automated ## 70% Caller Verification Rate ## 30 Seconds Saved per Call ## 96% Correct Intelligent Routing (IVR previously 68%) ## Turnkey Self-Service for Shoppers Intelligent Agentic AI Agents help both customers and agents. #### Order Tracking #### Exchanges & Refunds #### Recommendations #### Delivery Options #### Product Search #### Recover Abandoned Carts #### Promotions #### Notifications #### In-store Assistance #### And more... ## See AI Agents at work in Lidl Discover how AI Agents act as in-ear voice assistants for Lidl employees. By using voice commands, they can quickly access information such as product details or stock levels and perform tasks like opening or closing cash registers. [Learn More.](/content/news/cognigy-and-schwarz-it-win-reta-award-2025/index.html) Video in ear assistant | HubSpot Video “**We are incredibly proud to receive this award alongside the Schwarz Group. Our solution used for the Lidl in-store AI Voice Assistant demonstrates the leadership of our enterprise-grade technology to realize high-value use cases at scale and support our valued customers to stay ahead with best-in-class AI Agents.**” Philipp Heltewig CEO and Co-Founder of Cognigy ## Harness AI along the entire Customer Journey - **From FAQs to Transactions**: Help customers make informed decisions quickly and capture demand for further nurturing. - **Discount and Deal Promotions**: Increase order values with personalized promotions based on customer preferences. - **Interactive Advertising**: Boost engagement by allowing customers to ask questions within ads in real time. Ensure a smooth shopping season with Agentic AI ## Effortlessly Handle High Volumes - **20,000+ concurrent sessions**: Ensure customer service remains available, effective and efficient, even during major events. - **10,000+ interactions per minute:** Whether Christmas, Black Friday or other unexpected events, customers receive immediate support not multi-hour hold times. - **AI Agents you can scale**: Stop trying to scale service manually with minimally trained short-term hires. AI Agents work around the clock to handle requests on every channel so your veteran agents can focus on the high value issues. ## Foster Loyalty with Proactive Engagement - **Post-Sales Support:** Foresee customer needs and offer proactive support to resolve issues before they happen. - **Loyalty Programs:** Keep customers engaged by informing them about reward status and how to benefit from their perks. - **Encouraging Reviews:** Make it easy and convenient to share positive experiences and attract new customers through trusted word of mouth. ## Mister Spex: Mister Spex, Europe's leading e-commerce retailer for eyewear serves over 7 million customers across 10 countries. Despite their best forecasting efforts, unpredictable inquiry spikes coupled with agent shortages remained a challenge. They realized the only reliable and sustainable way of handling their customer service challenges was adding AI Agents to their workforce. Mister Spex began with a narrow use case, focused on a high-volume but low-complexity issue that can easily overwhelm contact centers: Where is My Order (WISMO) calls. They deployed a voice AI Agent to do identify the caller's intent, perform ID&V and either route the customer to a human agent or to a self-service process. Within the first three months, the results were undeniable. [Read the full story.](/content/en/case-study/mister-spex/index.html) ## eBook: From Clicks to Converstions with Agentic Commerce AI agents are taking over discovery, decisions and buying and the old rules of ecommerce are breaking fast. Understand what being agent-ready really takes and how to stay visible, competitive and ahead of what's next. Get the short eBook: [**The End of the Digital Storefront**](/content/cs/c/?cta_guid=b0c32407-7bd6-48b8-b7cd-34ec9fe08383&signature=AAH58kF9q488oVC5TOCqXN7ncEhSkVywbA&portal_id=2761836&pageId=115584972833&placement_guid=e88c8032-9e87-4b6c-8ed1-c306cb624d24&click=c3681456-b0e8-422c-9c6f-22f034956d09&redirect_url=APefjpFZ6lWbJgTuzhGDDx9om_q1G7nIAeacGkqD52gdQpHaZojfTj4NZ-4P69rfPFVxuxwZCFVXY4mnUa5IiGD16VuxzieMRTc4P1RCZEWnTHM09FxtAVCGrBNxaF7QbDbGkUoi2MdtiQANcvPh5FbHoWnOHYuxOCNzenI19xZmbqYRx38VJzs&hsutk=&canon=https%3A%2F%2Fwww.cognigy.com%2Fsolutions%2Fecommerce-retail&ts=1784306932029 "The End of the Digital Storefront"/index.html) ## Frequently Asked Questions ### What is an AI Agent? Agentic AI Agents are human-like virtual agents based on [Conversational AI](/content/conversational-ai/index.html) and Generative AI designed to automate customer service interactions across chat and voice channels. AI Agents deliver instant, personalized support in over 100 languages and integrate seamlessly with enterprise systems. They are equipped with industry-specific skills, emotional intelligence, and the ability to understand and use a company’s service knowledge and processes. Additionally, AI Agents work alongside human agents, providing real-time assistance, knowledge lookups, next best actions, sentiment analysis, and more. ### Can chatbots be used for E-commerce? Chatbots and next-generation AI Agents are highly effective for e-commerce and can enhance both the shopping experience and operational efficiency. Powered by Conversational AI platforms for e-commerce, these intelligent Agents can handle customer inquiries 24/7, offering personalized product recommendations, order tracking, and real-time assistance. They streamline processes like answering FAQs, managing returns, and even upselling or cross-selling products based on customer preferences. ### What is conversational AI in e-commerce? Conversational AI in e-commerce refers to the use of advanced technologies like natural language processing (NLP) and Generative AI to enable automated, human-like interactions with customers. This technology powers tools like Agentic AI Agents and voice assistants, allowing them to understand, process, and respond to customer inquiries in real time. ### How can conversational AI be used in e-commerce? Conversational AI can be used in e-commerce to enhance customer experiences, streamline operations, and drive sales. It powers chatbots and virtual assistants that can engage customers across websites, mobile apps, and messaging platforms, providing 24/7 support and real-time assistance.