Voice agents for retail and e-commerce
From product recommendations and cart recovery to order support and returns, our voice agents drive better customer experiences and higher LTV without adding headcount.
Trusted by leading organizations
Introducing SIMBA Agents for Retail
Drive conversion and loyalty at scale
Drive conversion
On-site shopping agents surface product recommendations, recover abandoned carts, and guide customers from discovery to purchase across every channel.
Grow LTV and reach
Better shopping experiences drive repeat purchases, stronger reviews, and organic growth. Agents engage customers in multiple languages.
Reduce costs
Automate order status, returns, FAQs, and shipping inquiries. Free your team to focus on complex issues and VIP customers.
Built for every retail workflow
Why retail and e-commerce brands are deploying voice agents
Retail customer service has a math problem. The average e-commerce brand handles thousands of post-purchase inquiries per week — order status, returns, exchanges, shipping updates — and each one costs $5–$12 when handled by a human agent. Multiply that across peak seasons like Black Friday or back-to-school, and support costs spike exactly when margins matter most.
Voice agents change that equation. Instead of staffing up with seasonal hires who take weeks to train, brands deploy AI agents that resolve the routine 70–80% of inbound volume instantly. A customer calls about a delayed package, and the agent pulls tracking data, explains the delay, and offers a resolution — no hold time, no transfers, no callbacks. For a deeper look at how this works across channels, see our AI customer support platform.
Cart abandonment is the other side of the coin. Nearly 70% of online shopping carts are abandoned before checkout, and most recovery efforts rely on email sequences with single-digit conversion rates. Outbound voice agents can call or text shoppers within minutes of abandonment with a personalized nudge — a discount code, a shipping upgrade, or simply a reminder. The conversion lift over email alone is substantial.
What separates effective retail voice agents from clunky IVR menus is the ability to actually do things: process a return, apply a promo code, swap a size, or schedule a delivery window. SIMBA agents connect directly to your OMS, Shopify, Stripe, and CRM so every conversation ends with a resolution, not a promise to call back.
Key use cases for retail voice agents
Order status and delivery updates account for 30–40% of all retail support calls. Customers want to know where their package is, and they want the answer in seconds. AI voice agents integrated with your shipping and logistics systems deliver real-time tracking updates without any human involvement, freeing your team to focus on escalations and VIP customers.
Returns and refund processing is the second-largest call driver and one of the most expensive to handle manually. Agents walk customers through eligibility checks, generate return labels, initiate exchanges, and process refunds — all within a single conversation. The result is faster resolution for the customer and lower cost-per-contact for the brand.
Product recommendations and guided shopping bring the in-store associate experience to digital channels. When a customer calls asking for help choosing between products, the agent can reference browsing history, purchase patterns, and inventory data to suggest the right fit. This is particularly powerful for complex categories like electronics, outdoor gear, and apparel where qualification questions surface the right product faster than browsing alone.
Proactive cart recovery and re-engagement is where outbound voice agents earn their keep. Rather than waiting for customers to call in, agents reach out to recover abandoned carts, follow up on incomplete registrations, and re-engage lapsed buyers. When paired with payment integrations, they can even process the order on the call. Read our guide on AI customer support in 2026 for a broader look at where the industry is heading.
One platform for every retail workflow
One brain across channels
Design your agent once and deploy it everywhere your customers are — chat, phone, email, WhatsApp, and more. The same knowledge base, personality, and workflows power every channel, ensuring a consistent experience.
Emotionally aware voice agents for retail
Expressive, natural voices
Choose from 10,000+ voices or clone your own. Control tone, cadence, and emotion for every interaction. Our voices are indistinguishable from humans.
Sub-second latency
Industry-leading response times under 1 second. Natural turn-taking and interruption handling make conversations feel real.
Multilingual support
Deploy agents in multiple languages with automatic language detection and seamless switching mid-conversation.
Enterprise-grade security and infrastructure
Enterprise-level data protection
End-to-end encryption, SOC 2 Type II certification, zero retention modes, and regional data residency options to keep your data secure.
Granular team permissions
Role-based access controls, workspace-level isolation, and audit trails to manage your team securely at scale.
Elevated support and custom deployments
Dedicated account management, custom SLAs, priority support queues, and VPC deployment options for enterprise customers.
Get started with retail voice agents
Build from your catalog
Connect your product catalog, upload SOPs, and build shopping agents in minutes. No coding required.
Embed via API
Embed agents in your checkout, POS, mobile app, and CRM with our APIs and SDKs.