--- title: "AI Agents for Retail | Atiende" description: "Shoppers expect answers about products, deliveries and returns without moving between teams. AI agents for retail, with your team in control." url: https://useatiende.ai/en/industrias/comercio lang: en alternates: es: https://useatiende.ai/es/industrias/comercio en: https://useatiende.ai/en/industrias/comercio updated: 2026-10-06 --- # Commerce & retail Shoppers expect answers about products, deliveries and returns without moving between teams. We design workflows that bring catalog and operations together to guide each request while keeping commercial terms and exceptions under control. ## From the product they want to the order they receive. We design conversations that consult your catalog, guide purchases and follow orders. When a delay, exchange or return arises, operations receives a case with the details needed to resolve it. ### 1. Understand what they want to buy Gather the product, intended use and shopper’s constraints. Use that information to query the catalog and carry it into a handoff to an adviser. A specific purchasing need ### 2. Check the catalog and terms Retrieve attributes, prices and availability from agreed sources. If stock information is stale, prepare a check before presenting it as confirmed. Options with verifiable terms ### 3. Move to the authorized order flow Send the selection to checkout or the sales team with products and resolved questions. Confirmation depends on the purchase recorded in the sales system. The purchase and conversation stay linked ### 4. Explain delivery progress After validating order access, support checks the latest available event. Delays and conflicting statuses go to operations with the order reference and evidence. Delivery status with context ### 5. Prepare exchanges and returns Check dates and the applicable policy, gather the reason and attach the required information. Refund approval stays with the authorized system or owner. After-sales support with a clear next step - Guidance starts with the authorized catalog and terms. - Order status retains its last confirmed event. - Operations receives a prepared exchange or return request. ## A catalog that guides the conversation Define sources for attributes, prices and stock by brand or channel. Terms that cannot be verified are checked with staff before being promised. ## Orders connect support and the warehouse The purchase reference brings together order and delivery statuses. Permissions define what shoppers can see and which evidence operations receives. ## Returns ready for review Prepare the file according to the current policy and product type. Exceptions retain their reason, owner and status; money decisions keep their required approvals. ## Integrations E-commerce · ERP · OMS + WMS · CRM Implementation validates catalogs, orders, stock and delivery as separate sources. Review APIs, refresh frequency and permissions before confirming which queries and actions can be enabled for your store. - Status inquiries per order - Time to resolve returns - Opportunities with follow-up ## Use cases ### Purchase guidance A proposed catalog assistant can compare verifiable attributes and clarify compatibility using published information. It must not invent stock, discounts or features to close a sale. 1. Identify the need, constraints and product of interest. 2. Query attributes and availability in agreed sources. 3. Guide the buyer to checkout or a human advisor with collected context. **Expected outcome:** Commercial inquiries better prepared to become orders. ### Delivery tracking The workflow translates available order events into a useful explanation. When store, warehouse and carrier information differs, the inconsistency becomes a follow-up task. 1. Locate the order with access validation. 2. Query the last confirmed event and its limitations. 3. Escalate delays or contradictory statuses with evidence. **Expected outcome:** Less manual searching and visible exception ownership. ### Returns and exchanges The process can collect the reason, product and evidence, explain current policy and prepare a request. Refunds and commercial exceptions follow authority defined by the business. 1. Check order, dates and applicable policy. 2. Collect information without repeating recorded details. 3. Send the request for approval and communicate its status. **Expected outcome:** More organized after-sales support from the first interaction. ## Related solutions - [Customer service](https://useatiende.ai/en/soluciones/atencion-cliente) - [Sales & commercial follow-up](https://useatiende.ai/en/soluciones/ventas) - [Operations coordination](https://useatiende.ai/en/soluciones/operaciones) ## Frequently asked questions ### Does Atiende know real-time inventory? Only if a supporting connection is implemented and data freshness is validated. The experience must indicate when availability needs confirmation. ### Can it support multiple brands? Separate catalogs, policies and permissions can be designed. Brand identity and commercial rules are defined to avoid mixing information between businesses. ### Can it approve a refund? An initial phase can be limited to preparing the request. Any later execution requires rules, limits, confirmation and a way to audit the result. --- Book a demo: https://useatiende.ai/en/demo Contact: ventas@useatiende.ai · https://useatiende.ai/en/contacto Sitemap: https://useatiende.ai/sitemap.xml · llms.txt: https://useatiende.ai/llms.txt