VoC for Retail
An Agentic Voice of Customer (VoC) Intelligence that transforms customer experience across every retail touchpoint.
Why Retailers Struggle During Experience Breakdowns
From customer signals to in-store and digital action, retailers lack a unified intelligence layer to manage experience issues at scale.
65%
Digital Experience Break downs
App crashes, checkout failures, slow sites frustrate shoppers
28%
Complaints
Order delays return, refunds, pricing mismatches.
2-5 Days
Slow Issue Resolution
High AHT, repeat contacts, manual case handling.
<10%
Experience Blind Spots
Reviews, chats, calls, social mostly unstructured.
<1200%
Interaction Volume Spikes
Sales events, outages, delivery delays overwhelm support.
Retailers Don’t Need More Data. They Need Faster Action
Legacy Retail VoC
5-10% survey completion rate
Feedback only after churn or escalation.
No real-time visibility into customer issues.
Slow, manual complaint handling.
Typical AI Tools
Basic sentiment and keyword tagging.
No behavioral or journey context.
No automated triage or recovery.
Issues resolved case by case.
Agentic VoC Intelligence
100% feedback capture across the shopping journey.
Real-time reasoning for CX, Operations, and Merchandising teams.
Auto-triage, intelligent routing, and issue recovery.
AI-driven insights at retail scale across stores, channels, and regions.
Audit-ready, policy-aligned workflows with traceable routing, and outcomes.
Botminds Agentic VoC Intelligence for Retail
AI agents that listen, reason, and act faster across the full customer journey.
100% Capture
Every customer signal across touchpoints. Zero blind spots.
Deep Understanding
Detect intent, urgency, sentiment, churn risk, and refund sensitivity.
Smart Clustering
Auto-group themes and issues. Prioritized by risk and volume.
Actionable Insights
Daily clarity for CX, Ops, Merchandising, and Digital teams.
Autonomous Action
Auto-route, escalate, and track closure end to end.
Calls, chats, reviews, orders, returns, delivery issues
Late deliveries, damaged items, wrong orders, refund delays, payment failures
Product-level hotspots, category trends, high-risk issue clusters
Top drivers, root causes, SLA trends, channel and region breakdowns
Measurable Customer
& Operational Impact
From customer signal to faster resolution, complete intelligence for VoC.
Faster, Frictionless Resolution
Customer issues resolved without delays or repeat follow-ups.
Lower Cost-to-Serve
Contact volumes drop, misrouted cases disappear, fewer manual interventions.
Streamlined Complaint Handling
Feedback captured, understood, and routed instantly.
Stronger Communication
Proactive updates on orders, delays, refunds, and issues.
Improved Trust & Loyalty
Customers feel heard, supported, and valued.
Consistent Policy & Compliance
Auditable handling of refunds, disputes, and sensitive cases.
How it works
Enterprise-grade intelligence in five seamless steps
Listen
Capture customer signals across digital, in-store, and post-purchase journeys.
Understand
Identify issue type, journey stage, sentiment, and impact.
Decide
Prioritize actions using SLAs, churn risk, and business rules.
Act
Auto-route cases, trigger resolutions, and notify customers.
Learn
Continuously improve CX, operations, and retention outcomes.
Omni - Channel Ingestion
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Chat
Email
Social Media
Video
SurveysCognitive processing layer
LLM Gateway
Multi-agent Cognitive Engine
ListeningUnderstandingReasoningActionNarrative
Continuous LearningAutonomous Workflows
Self-healing Workflows
Auto-triage & Routing
Cross-team EscalationsExperience Intelligence
Dashboards
Alerts & Briefs
Analytics
Co-pilot
Cockpit
Decision & Action APIsFrom Signals to Utility Action
Closed-Loop
Passenger
Experience
Engine
Customer Service / Contact Center
Lower workload → Faster Case Resolution
CEO/COO
Improved Experience Consistency → Stronger Brand Confidence
Customers
Feel informed → Trust increases
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Revenue & Margin Protection
Faster Issue Detection → Reduced Revenue Leakage
Digital / CX Teams
Unified Feedback → Better Journey Optimization
Store & Fulfilment Operations
Fewer Exceptions → Higher Operational Efficiency
Enterprise-grade
Everything
ISO 27001:2013 Certified
SOC 2 Type II Certified
GDPR Compliant