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A 700-store global apparel retailer unified its customer service across web chat, email, phone and in-store on xyner — and lifted first-contact resolution from 54% to 91% while halving cost-to-serve.
A global retailer with multiple banners was running fragmented customer service: chatbots that deflected without resolving, contact-centre agents working in N different tools per channel, store associates routing customers to corporate channels. CSAT was flat-to-declining and contact volume was rising faster than revenue.
Deployed a unified Customer Resolution Agent on xyner with cross-channel context, full integration to OMS, WMS, store systems, the loyalty system, the returns system and the contact-centre platform.
80% of digital customer contacts now resolved without human escalation; CSAT up 18 points; contact volume per million-dollar-revenue down 22%; store-associate engagement improved as associates handled fewer routine routing tasks.
A global multi-banner retailer (grocery, apparel, hardgoods)
Customer service across web, app, store and contact centre
From contract signature to full rollout.
The deployment is multi-banner with shared core agents and banner-specific configurations. The data plane runs in the retailer's cloud with regional pinning for EU customer data. Channels — web chat, app, voice, email, store associate interfaces — share a single agent identity per customer.
Single agent identity per customer across all channels. Reads order history, loyalty status, prior contacts, in-store visits and current basket; resolves end-to-end where in scope.
Web chat, app, voice (via IVR), email and store-associate interfaces all surface the same agent with channel-appropriate UX.
Real-time integration with order management, warehouse management, loyalty and returns systems so agents see current state, not snapshots.
Agents can take in-scope actions — apply credit within thresholds, change shipping address, initiate returns, reschedule deliveries — without escalation; out-of-scope actions go to humans.
When complexity or sentiment crosses a threshold, agents brief a human agent fully — full customer context, prior conversation, suggested next steps.
Store associates use the same agent as a companion — looking up customer history, checking other-banner stock, applying loyalty perks, all from the same surface.
A 10-week pilot in one banner and one region before phased rollout across banners and regions, with EU customer data residency enforced throughout.
Deploy data plane with regional pinning; integrate OMS, WMS, loyalty, returns, contact-centre platform; integrate identity provider with multi-banner identity model.
Configure the Customer Resolution Agent with banner-specific policies; load policy-aware RAG with product, pricing, returns and loyalty documents.
Live in one banner, one region, for web chat only; metrics monitored daily; weekly business review with customer-experience leadership.
Add app, email and voice channels; introduce store-associate companion interface in pilot stores.
Roll out to additional banners with per-banner variations.
Extend regionally with EU residency; roll out store-associate interface to all stores; calibrate autonomy thresholds.
Retail at this scale carries customer-data, consumer-protection and (in EU) GDPR governance. The deployment was designed for retail-grade speed without bypassing those concerns.
EU customer data pinned to EU regions; customer rights (access, erasure) automated through the audit and memory layers.
Agent actions bounded by clearly defined scopes; financial limits enforced per banner and customer tier; out-of-scope actions always route to humans.
Each banner has its own pricing, return, loyalty and tone policies; agents enforce the right policy per banner without cross-contamination.
Agents never pressure customers, never use dark patterns, always offer a clear path to a human; vulnerable-customer signals trigger enhanced support.
Every customer interaction across every channel is captured in a single customer timeline; auditable end-to-end for both compliance and internal review.
Three lessons for other retailers evaluating agentic customer service.
True deflection happens when customers actually get their issue solved — not when they're stonewalled. Measuring deflection by resolution outcome (not 'did the contact happen') was the most important metric decision.
A single agent identity per customer across all channels was the architectural choice that made the experience feel unified. Without it, every channel is its own island.
Treating store associates as users of the agent — not just routing destinations — moved both customer experience and associate engagement metrics.
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