AI agents for the moments that shape customer loyalty, conversion, and post-purchase trust
Retail customers do not think in channels or support categories. They want to find the right product, get a clear answer, fix an order issue, complete a return, apply a discount, track a delivery, or move to the next step without friction. Rasa helps retailers build AI agents that can handle those moments across commerce, service, and loyalty workflows, connecting to the systems behind the experience and carrying context from one interaction to the next.
From pre-purchase guidance to post-purchase resolution, Rasa enables retailers to automate real customer work across chat, voice, apps, and messaging while keeping experiences consistent, brand-aligned, and operationally controlled.
How it works
Connect to the systems behind the customer experience
Work across commerce, service, loyalty, and fulfillment systems so AI agents can act on real customer requests instead of just answering them.
Orchestrate retail workflows with control
Guide shoppers through order management, returns, delivery issues, promotions, and account support using AI agents that follow your business rules and brand standards.
Reuse what works and expand faster
Turn proven workflows into reusable building blocks that can be extended across channels, brands, regions, and use cases without rebuilding from scratch.
Built for high-value, high-stakes conversations
Order Management & Post-Purchase Support
Returns, Exchanges and Refund Workflows
Product Discovery & Shopping Guidance
Promotions & Checkout Recovery
Loyalty, Memberships and Repeat Purchase Support
Delivery Issues and Service Recovery
Support Triage & Escalation
AI agents that can move the customer forward
Rasa supports AI agents that do more than respond. They help customers complete the next step across orders, returns, delivery issues, promotions, and account support.
- Guide customers through high-friction retail workflows
- Keep the experience moving even when requests change midstream
- Support service moments that affect loyalty, conversion, and trust
- Make automation useful in the moments customers actually remember
Built to work with retail operations
Rasa fits into the systems behind the customer experience, from commerce and loyalty to payments and fulfillment.
- Connect to the retail stack without replacing core systems
- Support evolving workflows across brands, markets, and teams
- Operate within the infrastructure retailers already run
- Give teams more flexibility than closed platform models
Reusable workflows across channels and use cases
Rasa helps retailers package what works into reusable capabilities that can be extended across the journey.
- Reuse workflows across chat, voice, mobile apps, and messaging
- Apply the same logic across post-purchase, loyalty, and support moments
- Reduce fragmentation across channels and teams
- Scale customer experience without rebuilding from scratch
Full ownership of the system
Rasa gives retail teams control over how workflows behave, how systems connect, and how experiences evolve over time.
- Modify workflows, integrations, and business logic directly
- Adapt quickly to seasonal shifts, policy changes, and promotions
- Extend the platform without vendor dependency
- Build on a system your team can operate long term
We needed a solution that could scale with our ambitions. Rasa solves some hard problems related to conversational AI that enable us to move faster.
Albert Heijn adopted Rasa and began migrating to CALM through a coexistence strategy — starting with a single flow and gradually expanding coverage, achieving a 22% improvement in prevented contact rate and a 37% increase in quality score.
Resources
Albert Heijn Cuts 50% of Support Contacts
Albert Heijn reduces 50% of customer service contacts with a Rasa-powered AI agent. Discover how the Netherlands' largest supermarket chain scales automation
Best AI Agents by Vertical: The Ultimate Enterprise Guide
What determines AI agent success by industry: technical requirements, regulatory constraints, and operational realities that separate production-ready deployments from proof-of-concept demos that never scale.
Forrester Wave: Conversational AI Platforms, Q2 2026
Rasa named a Strong Performer in The Forrester Wave™: Conversational AI Platforms For Customer Service, Q2 2026. Get the full report.
See How Rasa Works for Retail
Leading retailers trust Rasa to automate their most critical customer conversations. Book a personalized demo and see how order management, returns, product discovery, and support automation work in practice.
Frequently asked questions
What retail workflows can Rasa automate?
Rasa can automate workflows such as order updates, returns, exchanges, refund status, product guidance, loyalty support, account service, delivery issue resolution, and escalation support across voice and digital channels.
Can Rasa work with existing retail systems?
Yes. Rasa integrates with commerce, service, loyalty, payment, fulfillment, and CRM systems through APIs and connectors, allowing retailers to automate workflows without replacing core infrastructure.
Can Rasa support both shopping and post-purchase experiences?
Yes. Rasa can support product discovery, promotions, checkout support, order management, returns, loyalty, and service recovery across the customer journey.
Does Rasa support omnichannel retail experiences?
Yes. Rasa runs one assistant across web chat, mobile app, WhatsApp, SMS, and voice using a single logic layer. Shared memory and task state persist across touchpoints, so a customer who starts a return on chat and switches to WhatsApp picks up where they left off without repeating themselves.
What retail companies use Rasa?
Enterprise retailers and e-commerce brands including Autodesk and Albert Heijn use Rasa to automate customer interactions across order management, post-purchase support, and delivery inquiries. Autodesk handles 100% of e-commerce webchat traffic with a 99.2% response rate. Albert Heijn improved delivery support quality by 37%.
How is Rasa different from other conversational AI platforms for retail?
Rasa helps retailers automate real commerce and service workflows across systems, not just answer questions or route customers elsewhere. It gives teams more control over integrations, workflow behavior, and how experiences evolve across channels, which makes it a stronger fit for retailers that need flexibility, continuity, and long-term ownership.
How does Rasa help product discovery and conversion?
Rasa helps shoppers move from questions to decisions by guiding product discovery, answering fit or compatibility questions, surfacing relevant offers, and connecting into catalog or commerce systems. This makes it easier for retailers to support assisted shopping experiences that reduce friction and move customers closer to checkout.
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AI that adapts to your business, not the other way around
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