Every retail call, understood.
Teleperson’s AI agent answers your customers’ calls, and Call Analysis turns every conversation into data your team can act on: why customers call, what it costs, and what to fix first.
The film uses illustrative data.
Key takeaways
- Retail still runs on the phone: order status, returns, refunds, store hours and stock questions arrive by the thousand, and almost none of those calls are ever analyzed.
- Teleperson's AI agent answers them, checks the order, the carrier and the store, and hands off to your team with the full context when a person is needed.
- Call Analysis turns every conversation into data: why customers called, how each call ended, how customers felt, and which transfers to a person were avoidable.
- The Issues view ranks what to fix first, from capability gaps to tools that failed, and the Value view prices every minute the AI handled against a human line.
- For a group of retail brands it is one playbook: a lower cost to serve, fewer customers lost to a bad call, and a live view of what customers actually want.
Why customers call
The same questions, thousands of times a day.
Most retail calls are about a handful of things. The AI agent answers them from your order, carrier, store and inventory systems, and brings in your team when a person is needed.
Where's my order
Order and carrier lookups answered on the first turn, with the delivery date read back.
Returns & exchanges
Eligibility, labels and exchanges, with every case the agent couldn't finish flagged.
Refunds
Status and timelines, with each promise to the customer recorded so it's kept.
Store hours & locations
Hours, holiday schedules and directions for every store, at any hour.
Product availability
In stock, at which store, and when it's back, from your inventory systems.
Delivery & damage
Late or damaged deliveries handled with empathy, and escalated when they should be.
Call Analysis
Every call becomes data you can act on.
Six views in the Teleperson platform, each one opening the real calls behind its numbers.
For any period: calls, the share the AI handled end to end, agent minutes saved, and customers who arrived upset against those who left calmed. Every number opens the calls behind it.
Calls grouped by why customers called, how often each reached a person, and every avoidable transfer with the words that show it. Multi-topic calls show where half-answers hide.
Each call's transcript with the customer's sentiment shaded turn by turn, a summary, the root cause of any transfer, the promises made and every system the agent checked.
Thousands of calls rolled up into a ranked fix list: capability gaps behind transfers, tools that failed or were never used, and promises that weren't kept.
Minutes handled by AI, what the same minutes would cost on a human line, and the margin on each one, by use case.
A manager worklist of calls to check, and saved moments worth sharing with training, merchandising and store operations.
For retail brands
One playbook, every brand.
Apparel, home goods, electronics or grocery: the calls differ, the outcomes don’t.
Lower cost to serve
The routine calls are answered by the AI agent, and Issues shows which gap to close next so fewer calls need a person at all.
Fewer customers lost to a bad call
Upset callers are visible as they happen, avoidable transfers are named, and promises made on the phone are tracked until they're kept.
A live view of demand
What customers ask about, by day and by store, ahead of the holiday peak: a staffing decision made with data, not guesswork.
FAQ
Teleperson for Retail FAQ
See it with your own calls.
We’ll walk you through Call Analysis with sample calls, then connect your own contact center.