Conferences & workshops organized by AIRCALL

In retail and ecommerce, customer support has always been defined by scale.

Seasonal demand, high-volume inquiries, and rising customer expectations mean that support teams are constantly balancing two competing pressures: speed and quality.

But something fundamental has changed.

Customers no longer compare your support experience to other retailers. They compare it to the best digital experience they’ve had anywhere.

The result? A new expectation: instant, contextual, always-available conversations.

In this masterclass, we explore how leading retail organizations are moving beyond traditional contact centre models to a new operating system for customer conversations.

One where:

• AI Virtual Agents resolve routine inquiries autonomously

• AI supports teams in real time with guidance and automation

• Human experts focus on the moments that truly matter

Powered by a unified customer communications platform, this new model enables retailers to scale support, maintain high NPS, and deliver a hyper-personalised customer experience — even during the most demanding peak periods.

In this session, we’ll explore:

• Why the future of retail & ecommerce support is AI-led conversations

• How leading brands combine AI Virtual Agents, AI assistance, and human expertise

• What this looks like in practice through a live product demo