AI for Retail Contact Centers
Grow Revenue and Loyalty with AI-Enabled Retail Support
Retail and eCommerce teams manage thousands of service interactions every day - but without full visibility, critical insights get missed. AmplifAI unifies your data, automates quality management, and helps frontline teams act faster and smarter.
Trusted by retailers focused on outcomes, not overhead
CHALLENGES
What’s Getting in the Way
Retailers know where they want to go. These common challenges slow them down:
You can’t see every interaction.
Manual QA can’t keep up with the volume of calls, chats, and surveys. Without complete visibility, it’s hard to know what’s really working—or where you’re losing revenue, loyalty, or time.
Your top agents are succeeding—but it’s hard to scale their performance.
The behaviors that drive sales, renewals, or resolution stay siloed. Without tools to identify and share those patterns, teams stay inconsistent and results vary by agent, vendor, or channel.
You’re reacting to issues, not preventing them.
From product feedback to policy confusion, service teams hear what’s broken first. But without a system to surface those insights and act on them, problems persist and frustration grows.
You’re managing multiple teams without a full picture.
Distributed operations and BPO partners make performance harder to measure and improve. Without connected data, coaching, and recognition, results vary—and accountability gets lost.
Use Cases
Top Use Cases for AmplifAI in Retail
Increase sales conversion and repeat shoppers. No extra effort.
AmplifAI reviews every conversation to uncover what’s driving purchases, subscriptions, or repeat orders - then connects those insights to agent behaviors you can coach and scale.
Analyze thousands of calls, chats, and surveys automatically and accurately
Discover behaviors that improve conversion and retention
Reinforce what works through coaching workflows and performance management
Reduce repeat contacts and concessions.
AmplifAI identifies where resolution breaks down and where rework happens - missed empathy, unclear next steps, or broken policies - so teams can fix root causes and coach better outcomes.
Detect repeat contact drivers and resolution breakdowns
Monitor QA and resolution metrics automatically
Reduce refunds, rework, and handle time
Drive more sign-ups to loyalty and rewards programs.
Understand why customers join - or avoid - your loyalty program. AmplifAI identifies the messaging and behaviors used by top agents to drive sign-ups, then helps the rest of your team apply them consistently to increase adoption and lifetime value.
Uncover patterns in loyalty-related conversations and survey comments
Train agents to communicate benefits more clearly
Align messaging across in-house and BPO agents
Unified performance across internal teams and BPO partners
AmplifAI provides a consistent layer of visibility and performance management across every channel, team, and location - no more blind spots between internal teams and BPOs.
Standardize QA and coaching across all agents
Track performance by role, vendor, and behavior
Recognize top performers and intervene early when KPIs slip
Customer Use cases
Driving Success for Leading Retailers
Retailers big and small build successful CX teams with effective, AI-driven performance, Auto QA and CX Management.
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Using Customer Support Insights to Improve Product Sales
Using Customer Support Insights to Improve Product Sales
Problem
A retail brand was receiving frequent support inquiries about a specific product, and the product team lacked clear insights into what was driving those calls or how to improve the customer experience.
Solution
AmplifAI unified support data to identify how top-performing agents handled questions about the product—specifically the probing questions they asked. These insights were shared with the product team, who made design and communication updates based on the patterns identified.
Benefit
The changes led to fewer support calls related to the product and an increase in product sales, enabling both cost savings and revenue growth driven by data-backed support insights.
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Boosting Subscription Sales with Auto QA and Coaching
Boosting Subscription Sales with Auto QA and Coaching
Problem
A retail contact center was struggling to convert subscription offers, with lower-performing agents falling behind their peers due to inconsistent objection handling and unclear sales strategies.
Solution
AmplifAI analyzed conversations to surface the most effective rebuttals and sales tactics used by top-performing agents. This intelligence was delivered to supervisors, who used it to coach lower-performing agents over four targeted sessions.
Benefit
Within one month, sales conversion rates for the coached group improved by 3 percentage points—closing the gap and driving stronger subscription performance across the team.
Better Agent Productivity, CSAT, and Additional Revenue for The Home Depot
Better Agent Productivity, CSAT, and Additional Revenue for The Home Depot
Opportunity
A global home improvement retailer wanted to ensure agents were knowledgeable of their products and can quickly address customer questions efficiently. They wanted to:
- Measure the impact of coaching sessions between supervisors and agents
- Identify behaviors that align with agent performance
Previous Pain Points
- Customers demanded expertise in all problems and products by the associates, impacting customer satisfaction
- Lengthy preparation during the associate feedback process left little time for delivery
- Frontline agents' performance declined without effective coaching
AHT performed better than the line of business
- 4% increase in agent productivity
- 20% increase in customer satisfaction
- $135,000,000 increase in annual revenue
“AmplifAI has allowed the associates to be in control of their own performance. They’re seeing their direct impact on metrics like AHT,CSAT, and Revenue and it’s driving results..”
Operations Supervisor, The Home Depot
Frequently Asked Questions
Explore how AmplifAI helps financial institutions protect compliance, reduce fraud risk, and drive high-performing contact center teams—with less manual effort.
Is AmplifAI secure and compliant with retail privacy requirements?
Yes. AmplifAI is SOC 2 certified and self-compliant with PCI and GDPR. We don’t store payment card data and support data residency and access controls to meet the security needs of retail, eCommerce, and subscription-based businesses.
What if we have distributed teams or BPO partners?
AmplifAI works across internal and external teams. It helps you evaluate everyone fairly, act on insights consistently, and maintain a high standard of service and sales performance.
Can AmplifAI help us understand what’s driving sales and retention?
Yes. AmplifAI uses AI QA to analyze conversations, surveys, and performance data, so you can see what behaviors lead to purchases, renewals, or loyalty—and coach others to do the same.
Interact with self-service demo
Ensure every coaching action drives measurable improvements in the areas that matter most to your contact center.
