Emscale - An Intellectt Company
AI for Retail & E-Commerce

Turn every shopper interaction into a resolution.

NexusAI brings real-time Voice AI orchestration to retail contact centers — resolving order status, returns, refunds, order changes and other high-volume shopper requests without adding another queue.

The platform connects telephony with commerce systems and executes backend actions in real time.

Book a Retail AI DemoExplore NexusAI
A shopper on a laptop at home surrounded by shopping bags, with product, order-tracking and customer-support panels floating beside her
The retail contact-center challengeSources: Radial; NRF & Happy Returns, 2025.
Order-status contacts
25–35%
Share of retail contact-center interactions
Peak-season surge
~50%
Order-status share of volume at peak
Online return rate
19.3%
2025 U.S. online sales expected back
The Volume Problem

Peak demand arrives exactly when customers need answers fastest.

Order-status calls and returns can overwhelm contact-center capacity, especially during holidays, promotions and post-peak return periods. Retailers face a difficult choice: staff for peak demand or accept longer queues when volume spikes.

Contact demand across the retail calendarIllustrative
1Normal2Promotion3Holiday Peak4Order-Status Surge5Post-Holiday Returns
  1. Normal
  2. Promotion
  3. Holiday Peak
  4. Order-Status Surge
  5. Post-Holiday Returns
Order-status interactions
25–35%
Peak-season order-status volume
~50%
Projected U.S. retail returns, 2025
$850B

Sources: Radial (WISMO benchmarks); NRF & Happy Returns, 2025 Retail Returns Landscape.

Retail customer-service agents on headsets handling order and return requests across commerce screens in a busy contact center
NexusAI for Retail & E-Commerce

From shopper question to backend action — in real time.

NexusAI is a real-time Voice AI orchestration platform that understands shopper intent, accesses commerce data and executes the appropriate action according to business rules.

Example: a “Where’s my order?” call, end to end
  1. ShopperCalls about a late package
  2. Voice AIFull-duplex conversation, no IVR menus
  3. Intent + ContextRecognizes order-status intent, verifies the caller
  4. Commerce SystemsChecks order and carrier status
  5. ActionOffers reship or refund per policy, then executes
  6. ResolutionConfirms — or hands off with full context
A customer-service agent on a headset working a retail order across customer, order-tracking and shipment screens
01

Real-Time Conversation

Full-duplex natural conversations without traditional IVR menus.

02

Backend Execution

Retrieve information and execute supported commerce actions.

03

Commerce Integration

Connect order management, CRM, payments and carrier data.

04

Human Handoff

Escalate with complete conversation and order context.

Retail Workflows

AI that understands the moments that matter after checkout.

A shopper tracking an online order on a laptop - delivery progress, route map and arrival window on screen
01

Order Status & Delivery

Resolve the “Where’s my order?” queue.

  • Order and shipment lookup
  • Delivery ETA
  • Delay explanations
  • Carrier status
  • Proactive resolution
A shopper starting a return or exchange for a pair of sneakers on a laptop, choosing a return reason
02

Returns & Refunds

Turn return questions into completed actions.

  • Return-policy checks
  • Eligibility verification
  • Return initiation
  • Exchange options
  • Refund status
A shopper managing her online account on a laptop - recent orders, order tracking and loyalty points on screen
03

Order & Account Support

Handle changes before they become escalations.

  • Address changes
  • Item changes
  • Order cancellation
  • Payment questions
  • Loyalty and account support
  • Store/product availability
A Return, Resolved in One Call

From return request to resolution — without another queue.

NexusAI can verify the shopper, check the applicable return policy, execute the return or exchange and confirm the next step — while escalating exceptions with full context.

A shopper smiling at her phone as a return-resolved confirmation shows her refund completed
Human in the loop

Damaged items, fraud flags and high-value customer exceptions can be routed to an agent with the full transcript and order context.

No repeat questions.

Illustrative workflow — configured per retailer.

Built for Your Commerce Stack

Connect voice AI to the systems that run your business.

  1. 01Telephony
    • Genesys
    • NICE
    • Twilio
    • Five9
    • Amazon Connect
  2. 02NexusAI Orchestration
    • Conversation
    • Context
    • Workflow
    • Escalation
  3. 03AI Agent + Intelligence
    • Agent Builder
    • Behavioral Guardrails
    • Multi-LLM
  4. 04Commerce Systems
    • Order Management
    • CRM
    • Payments
    • Carrier Tracking
    • Loyalty
    • Third-Party APIs
Proven Business Impact

Absorb peak-season demand without scaling headcount at the same rate.

An operator monitoring an order-fulfillment dashboard in a large e-commerce fulfillment center, with warehouse teams packing orders behind her
Reduction in contact-center costs
40–60%
Concurrent call handling without new infrastructure
10×
Reduction in average handle time
50%
Coverage across time zones
24/7
  • Peak-season capacity for holidays, promotions and flash sales
  • Faster resolution for order, return and refund questions
  • Centralized AI orchestration and observability
  • Enterprise governance and operational visibility

Source: NexusAI product brochure, 2026. Product figures, not guaranteed customer outcomes — results vary by retailer, contact mix and deployment.

Enterprise-Grade Governance

See, control and optimize every shopper conversation.

Illustrative interface.

See the Opportunity in Your Own Data

30 Days. Zero Cost. Live Evidence.

Instrument your existing voice stack and surface real data on contact-reason mix, average handle time and recoverable cost — without disrupting live operations, even ahead of peak season.

Book a Retail AI Demo