The Future of AI-Driven Retail Support Outsourcing

Retail is moving into a stage where support needs to be fast, personal, and cost-efficient at the same time. AI in the retail industry is what makes that possible, especially when it is paired with an outsourcing partner that already has the people, processes, and technology ready.  

You don’t need twenty statistics to make the case. You only need to know two things that leading analysts are already saying. 

• McKinsey reported that AI can unlock significant value for retailers, especially in customer-facing journeys where speed and accuracy matter most. 

• Gartner noted that service and support teams are adopting AI to route and resolve a higher percentage of requests before they reach a person. 

Those two signals are enough to show that AI is moving into real operations, not just innovation labs. Retail customer service outsourcing is the path that lets retailers use AI now instead of waiting for long internal projects. 

How AI in the Retail Industry Changes Customer Support 

AI in the retail industry is no longer limited to recommendation engines. It now connects the customer, the order system, and the people who solve problems. That matters in retail because promotions, new product drops, and carrier delays can all increase volume without warning. 

What’s new is that large analysts are now saying AI isn’t just assisting agents, it’s on a path to autonomously resolve most “everyday” service issues. Gartner is projecting that by 2029, agentic AI could resolve up to 80 percent of common customer service issues and cut operating costs by about 30 percent. Retailers that start embedding AI into support now will be the ones that can actually use that capability when it matures.  

When a customer reaches out, AI can read the message, understand the intent, and decide what should happen next. If the request is simple, AI can answer immediately. If the customer needs an exception, AI can collect the right context before it reaches a person. This reduces handle time and protects customer satisfaction because the agent starts with a complete picture. 

This matters even more when the work is outsourced. Instead of asking an internal team to learn every new AI workflow, the retailer can lean on a support partner that already runs AI on order status, returns, and loyalty questions. The retailer still owns the experience. The partner provides the scale and the speed.  

Liveops is built for exactly this. It already operates with distributed customer support professionals, precision scheduling, and AI tools that support conversations, so retailers can plug into a model that is proven, secure, and retail-aligned instead of building every AI-enabled workflow from scratch. 

Use Cases of AI in Retail Support 

There are many possible use cases of AI in the retail industry, but three are the most practical and the easiest to outsource right now. These are the areas that tie directly to customer satisfaction and repeat purchases. 

Order Status and WISMO 

“Where is my order” (WISMO) is still one of the highest volume contact types in retail. AI can pull tracking information, read carrier updates, and provide a clear answer in real-time. Most customers will accept that response if it is accurate and fast.  

For the smaller number of customers who need a refund, an exception, or a loyalty credit, an outsourced support team can step in and finish the interaction. This creates a customer journey where AI handles the repetitive work and people handle the moments that protect the relationship. 

Returns, Exchanges, and Policy Guidance 

Returns are expensive for retailers. AI can reduce some of that cost by guiding customers through the correct return path, checking eligibility, and presenting the right option.  

When this is paired with an outsourced team, customers can get human help without long waits. That keeps the experience on brand and keeps return related contacts from clogging up the queue during peak periods. 

Agent Assistance for Complex Requests 

Even with strong AI, not every interaction can be automated. This is where AI retail solutions are powerful. AI agent assist tools can summarize the customer history, surface knowledge articles, and draft a response for the agent within the partner’s network.  

The agent does not waste time searching for policy. They can focus on tone, empathy, and problem-solving. That means the retailer gets faster resolutions without sounding robotic. 

Key Capabilities Your AI Retail Solutions Partner Should Have 

Retailers are not just buying automation. They are buying a way to make human conversations faster and more accurate.  

Gartner projects that by the end of 2025, 73 percent of customer service organizations will have agent assist in place, which means your outsourcing partner should already know how to run AI that supports people, not just bots. 

Retail data and workflows. AI performs better when it understands product names, promotions, carriers, and loyalty rules. Ask how often the partner updates these data sources. 

Clear outcome reporting. You should be able to see contacts fully automated, contacts assisted by AI, and contacts handled by people. This connects directly to the value that analysts like McKinsey and Gartner describe. 

People who know how to work beside AI. AI is powerful, but it still needs people to close exceptions, reassure frustrated customers, and protect the brand. Your outsourcing partner should already have those people and should certify them on your retail policies. 

Security suitable for retail. Order history, payment-related details, and loyalty points need guardrails. Choose a provider that can deliver AI retail solutions inside a secure environment and can verify anyone who will handle customer data. 

Here’s the novel idea that Deloitte just called out: retailers are starting to “AI-source” work, meaning they design the process assuming a digital worker will touch it first and then hand it to a human only when needed. An outsourcing partner that is already doing this can shorten the time from idea to live customer conversations.  

This is where an AI retail solutions partner like Liveops fits: it already schedules coverage to actual demand, uses technology to support conversations, and can plug AI-enabled workflows into programs without making the retailer reengineer their entire contact center. 

Liveops: Your Partner For AI Retail Solutions 

Retail support needs to move as quickly as your promotions, inventory updates, and shipping windows. That is the space Liveops works in every day. Liveops combines three things retailers care about most right now: a network of experienced customer support professionals, precision scheduling that aligns support to real demand, and technology that makes every interaction faster and more informed. 

For AI-driven programs, that matters a lot. AI can answer WISMO, start returns, or summarize a chat, but you still need people to handle exceptions, save the sale, or protect loyalty. Liveops is set up so retailers can let AI do the repeatable work and then route everything else to customer support professionals within the Liveops network who are already certified on brand voice, policies, and retail-specific processes. That keeps the experience human while still delivering the speed AI promises. 

Because coverage is scheduled around demand, retailers can add more customer conversations during peak shopping periods and then scale back when volume normalizes, without losing quality. AI enhances this even further by predicting the type of work that is coming in and helping Liveops place the right support at the right time. 

Most importantly, Liveops does not try to make you operate like a software company. It brings AI retail solutions into an already working services model. Retailers stay in control of the experience, see clear reporting on what AI resolved and what people handled, and can expand into new channels when the business is ready. That is what makes Liveops a strong fit for the future of AI-driven retail support outsourcing.  

Frequently asked questions 

Q1: How is AI in the retail industry improving customer service and customer experience?
AI in the retail industry helps retailers answer high volume questions faster, personalize responses, and keep service available during peak demand. Tools like virtual assistants and chatbot automation can handle order status, store details, and product availability, while customer service professionals focus on complex issues. This improves customer satisfaction and customer engagement across online shopping channels. 

Q2: What are the most practical use cases of AI in retail right now?
The most common use cases of AI in retail are order status, returns and exchanges, loyalty and account questions, and agent assistance. AI retail solutions can also support point of sale questions, recommend the right product, and help route omnichannel conversations from social, chat, and email into a single workflow. These are high-value areas because they protect customer experience without adding a lot of cost. 

Q3: Can AI retail solutions work across omnichannel commerce, not just chat?
Yes. Modern AI and retail programs are designed to work across chat, messaging, email, and even assisted phone calls. That way, the retailer can offer the same quality of customer experience whether the consumer is shopping online, engaging in-store, or asking a question after delivery. Omnichannel AI is also easier to measure, so retailers can see return on investment across channels instead of guessing. 

Q4: How does AI help with price or product-related questions at peak demand?
AI can read current promotions, inventory, and product data and present the right answer instantly. During high-demand periods, this keeps queues short and prevents customers from abandoning carts. It also supports customer retention because shoppers feel they are getting accurate and timely information. 

Q5: What is the role of automation versus human support in AI and retail?
Automation and chatbot tools should handle repeatable tasks. People should handle exceptions, sensitive issues, and sales opportunities. That is why outsourcing to a partner like Liveops can help. AI prepares the conversation, and Liveops customer support professionals close it in a way that protects brand voice and customer satisfaction. 

Q6: Is AI relevant for brick-and-mortar retailers or only for ecommerce and online shopping?
It is relevant for both. AI retail solutions can help customers find store hours, locations, and services, and can support store associates with quick answers about inventory or loyalty. Even if the final sale happens in a brick-and-mortar environment, the customer experience often starts online, so AI can improve the journey before the consumer ever walks in. 

Q7: How do I measure the return on investment of AI in the retail industry?
Start with a few metrics. Look at the deflection rate from chatbot or virtual assistant interactions, reduced handle time for assisted contacts, faster resolution of point of sale and order issues, and improvements in customer satisfaction. If those move in the right direction while service cost stays steady or decreases, your AI program is creating return on investment. 

Q8: Why use an outsourcing partner like Liveops for AI-driven customer service in retail?
Because it lets you use AI retail solutions without building everything internally. Liveops already works with customer service talent, precise scheduling, and technology that supports conversations. You can roll out AI for customer engagement and let Liveops handle the interactions that still need a person. This keeps the experience consistent, protects customers during peak demand, and helps the retailer scale AI and human service together.