Digital AI specialists for stationary retail & e-commerce
Automate and optimize customer service, sales support and internal processes - immediately scalable and controllable. From product advice and routing system to order status, returns and back office.
- 24/7 customer service: order status, availability, store stock, returns (depending on integration)
- Sales support: product search, advice, upselling, routing (depending on use case)
- Internal relief: IT assistance, HR onboarding, process support in the store
- Multilingual: support in 80 languages (configurable in the platform)
If staff are missing, service must not collapse
Something Powerful
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Retail and e-commerce are under massive pressure: fewer staff, higher customer expectations and more complex processes (returns, status, click & collect). Digital specialists take over standard cases and stabilize service quality - online and in-store.
- Staff shortages increase waiting times and service interruptions
- Customers expect fast, competent responses - across all channels
- Returns and status inquiries generate high contact volumes
- Brick-and-mortar and e-commerce are growing together: Systems and processes must keep pace
Typical start cases in retail (excerpt)
Examples that digital specialists answer (excerpt)
- "Where is my order?"
- "When will product XY be available again?"
- "Which store has the product in stock?"
- "The checkout has not been logged out - what do I have to do?"
- "How can I enter the credit note for the customer?"
1) Customer service (24/7) - online & stationary
- Order status & delivery information ("Where is my order?")
- Returns process & queries ("How does the return work?")
- Store information, opening hours, responsibilities, forwarding/routing
- Structured recording and forwarding of complaints (with summary)
- Multilingual support in 80 languages (depending on use case)
2) Sales support & advice
- Product advice and alternatives (depending on data/content)
- Check availability, communicate stock/branch inventory (depending on integration)
- Click & Collect support (depending on setup)
- Guidance in the store / orientation (depending on use case)
3) Internal relief (store & head office)
- IT assistance with standard problems ("checkout/tool/account")
- HR support: onboarding, vacation/process issues (depending on scope)
- Process support for back office tasks (e.g. documentation, handovers)
Integrations so that processes are really completed
The degree of automation depends on which systems are connected and which actions are defined. We clarify this in the scope.
Extract
- Merchandise management/ERP & e-commerce systems (status, availability, returns information - per system)
- CRM/ticketing (e.g. HubSpot, Zendesk, Jira - per setup)
- Telephony/UC (e.g. Swyx, Teams, 3CX, Webex - per setup)
Why heronOS works in retail ...
You get a digital specialist who handles processes reliably - instead of just "chatbot answers". This reduces contact volumes, stabilizes service quality and relieves teams in the store and at head office.
- Scalable for peaks (sales, promotions, seasonal business)
- Consistent responses and clear handovers (human-in-the-loop)
- Expandable: start with one use case, add more channels/integrations later
Product search on image and text?
In a customer case, heronOS supports the product search in the chat via a separate integration (AI image search via VINN).
Note: Availability and effort depend on the use case and system - we will clarify this in the demo.
Frequently asked questions
Can we really check stock/availability and order status?
Yes, as long as your systems are connected and the required actions are defined. We clarify this in the integration scope in the demo.
Do you support multilingualism?
Yes, digital specialists can provide support in 80 languages (configurable in the platform)
Can we start small and scale up later?
Yes, start with a clear use case (e.g. order status/returns) and later expand to other processes, channels and systems.
Ready to test your first digital specialist?
30-minute demo → Delivery usually within 48 hours. → 14-day free trial (can be canceled).