Retail & E-commerce
Modernizing and transforming retail with outcome-based AI & agentic AI
We help retailers and e-commerce companies to translate the promise of Agentic AI into measurable benefits - identifying high-value use cases and deploying scalable solutions along the supply chain. We’ll help you optimize operations, enhance customer engagement, drive revenue streams, industrializing AI safely with clear governance.
Key figures and trends in the retail and e-commerce industry
+100
Retail and E-commerce clients across 17 countries
+90%
customer satisfaction index
41 million
interactions managed yearly by 9,000 experts
up to 30%
increase in conversion rates driven by hyper-personalization (McKinsey & Company)
72%
of customers expect problems resolution within 5 minutes (Zendesk)
3 to 5%
revenue uplift through AI-optimised pricing and promotions (McKinsey & Company)
Our AI-powered solutions for the retail and e-commerce industries
Digital order management
AI agents across the entire order lifecycle using omnichannel conversational AI to place, modify or cancel orders autonomously, reducing demand peaks, lost orders and costs.
Returns & refunds
AI agents for automated and streamlined refunds and returns end-to-end, from request intake to policy checks and logistics coordination. Reduce operational costs, prevent fraud and improve customer satisfaction during critical service moments.
Order tracking
Real-time visibility across logistics systems and delivery partners with AI agent support for instant updates and common requests management to reduce contact volumes and improve service speed.
Smart omnichannel support
AI-driven agents that transform static documentation into interactive omnichannel support, handling interactions in natural language and bridging users to appropriate service workflows.
GenAI stylist for hyper-personalized outfit
AI-personal shoppers guiding customers through product discovery, recommendations and virtual try-ons to enhance personalization, reduce abandoned carts and support higher conversion.
AI store support
AI assistants to guide store staff throughout product information, inventory checks, promotions and operational guidance. Improve productivity and planning, accelerate decision-making and enhance the in-store customer experience.
Growth, marketing & revenue generation
Outcome-based solutions to boost your sales, improve efficiency and achieve better ROI.
Cross-industry AI accelerators
We provide reusable, cross-industry agentic AI accelerators that transform your operational and customer interaction processes. From back-office management to digital collections, we help you transition from fragmented tasks into intelligent, autonomous workflows.
Digital order management
AI agents across the entire order lifecycle using omnichannel conversational AI to place, modify or cancel orders autonomously, reducing demand peaks, lost orders and costs.
Returns & refunds
AI agents for automated and streamlined refunds and returns end-to-end, from request intake to policy checks and logistics coordination. Reduce operational costs, prevent fraud and improve customer satisfaction during critical service moments.
Order tracking
Real-time visibility across logistics systems and delivery partners with AI agent support for instant updates and common requests management to reduce contact volumes and improve service speed.
Smart omnichannel support
AI-driven agents that transform static documentation into interactive omnichannel support, handling interactions in natural language and bridging users to appropriate service workflows.
GenAI stylist for hyper-personalized outfit
AI-personal shoppers guiding customers through product discovery, recommendations and virtual try-ons to enhance personalization, reduce abandoned carts and support higher conversion.
AI store support
AI assistants to guide store staff throughout product information, inventory checks, promotions and operational guidance. Improve productivity and planning, accelerate decision-making and enhance the in-store customer experience.
Growth, marketing & revenue generation
Outcome-based solutions to boost your sales, improve efficiency and achieve better ROI.
Cross-industry AI accelerators
We provide reusable, cross-industry agentic AI accelerators that transform your operational and customer interaction processes. From back-office management to digital collections, we help you transition from fragmented tasks into intelligent, autonomous workflows.
Success stories with Retail and E-commerce clients
Retail & E-commerce
Talks, a personal space with Ferrnando Garcia, Customer Experience Sr Director at Mercado Libre
Konecta supports all Mercado Libre units (Pago, Envíos, Mediaciones, Marketplace) with high customer experience services via chat, C2C, and email, following their guidelines and based on a "continuous beta" operational model, matching Mercado Libre's approach.
Telecoms
Boosting Legálitas’ sales with GenAI copilot
Legálitas partnered with Konecta to integrate an outcome-based commercial model and deploy a GenAI copilot.
Telecoms | Customer Experience, Technical support
Unifying tier 1 and tier 2 resolution for PFU
When PFU (EMEA) needed to deliver seamless technical support for its scanner equipment across 36 EMEA countries, they faced a complex logistical puzzle: how to provide high-quality, multilingual assistance without inflating costs in regions with lower call volumes.
Together with Konecta, PFU transformed this challenge into a highly efficient, centralized support hub in Portugal that unifies tier 1 and tier 2 resolution, ensuring every customer receives fast, expert assistance.
Automotive, Mobility & Travel
Transforming Iberostar’s check-in experience with AI-powered room assignment
Konecta transformed Iberostar's check-in operations by deploying an AI-powered decision engine that automates room allocations, eliminating manual staff intervention and reducing average guest wait times by 65%.
Telecoms
Elevating DIRECTV’s multi-country support with GenAI and automation
Konecta transformed DIRECTV’s multi-country contact center operations across Latin America into a unified, AI-driven powerhouse. By integrating advanced GenAI tools, agent copilots, and automated analytics across seven countries, Konecta ensured seamless service continuity and an elevated customer experience.
Latest news and insights
Our Awards and recognitions
Get more
global
Everest Group - CX Leader in EMEA in the peak Matrix® assessment 2024
global
Contact Center Hub - Best Telemarketing Provider Award for 2023
global
Leader in Everest Group’s Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2025 - EMEA
global
Frost & Sullivan - Top provider of customer experience management for Europe in Frost & Sullivan’s influential 2024 Frost Radar™
global
Frost & Sullivan - Top provider of customer experience management for Latin America in Frost & Sullivan’s influential 2024 Frost Radar™
global
Frost & Sullivan - Company of the Year 2024 in Latin America
Questions and answers
Where can AI create the biggest impact in retail operations?
AI helps retailers forecast demand, manage inventory, and optimize logistics to avoid stock issues. It also supports staff with scheduling and product information, and automates customer requests like returns or exchanges.
How can AI improve customer experience across online and in-store channels?
AI connects online and in-store experiences by personalizing offers, enabling tools like virtual try-ons, and providing instant support through smart assistants. This helps customers find what they need faster and buy with confidence.
Which processes should retailers automate first with AI?
Retailers should start with high-volume processes like order management, returns, and common customer questions. Automating these tasks reduces manual work, speeds up service, and frees teams to focus on complex requests.
How can AI help retailers manage peak demand and seasonal traffic?
AI helps retailers handle high traffic by scaling systems automatically, managing customer queries through AI agents, and optimizing promotions based on real-time demand. This keeps operations running smoothly during peak periods.
How can retailers scale AI across their operations over time?
Retailers should start with small pilots that show clear results, then expand AI to more processes. As adoption grows, strong governance and human oversight ensure AI remains accurate, reliable, and aligned with business goals.
How can retailers start adopting AI solutions?
Retailers should begin by identifying quick wins such as automating repetitive queries or manual tasks. Starting small, improving data readiness, and working with experienced partners helps build a strong foundation for scaling AI.
How does Konecta support in-store staff through AI?
Konecta provides AI store support assistants that guide staff through real-time inventory checks, product details, and operational guidance. This accelerates decision-making on the shop floor, improves productivity, and ensures that the in-store customer experience is as data-driven and efficient as the digital one.
How do AI agents simplify the retail returns and refunds process?
Konecta’s AI agents automate the end-to-end logistics of returns and refunds, from initial request intake to policy checks. This agentic approach reduces operational costs, prevents fraud, and streamlines the logistics coordination, turning a traditionally high-friction touchpoint into a seamless, loyalty-building moment for the customer.
