Retail contact centers automate customer engagement with custom AI agents

Retail organizations across the US and globally have accelerated their customer engagement and support operations by deploying over one million custom AI agents using Microsoft Copilot Studio. Using a low/no-code interface, companies built AI agents to handle cart recovery, supply issue alerts, post-purchase assistance, and more. These agents integrate with data sources, automate complex workflows, and can act in desktop/web environments without APIs. Microsoft provides preconfigured AI agents for intent recognition, knowledge management, and case management, empowering organizations to streamline service processes and improve response accuracy and speed. As a result, retail contact centers have increased their productivity and operational efficiency. Over 230,000 organizations, including 90% of the Fortune 500, have adopted Copilot Studio for these automation tasks.