Retail Autopilots
Talkdesk Autopilot™ for retail is a conversational AI agent that handles common customer requests across voice and digital channels, without agent intervention. Powered by pre-trained retail AI and connected to your commerce platform, Autopilot resolves inquiries in real time by accessing live order data, customer profiles, and store information. It can also incorporate your brand's own knowledge base, ensuring responses reflect your policies, tone, and catalog.
Autopilot reduces contact center volume for routine requests while maintaining a consistent, on-brand customer experience across every channel.
Supported Use Cases
Talkdesk Retail Experience Cloud includes out-of-the-box conversation templates covering the most common retail customer requests. The following capabilities are available:
| Use Case | What Autopilot Does |
| Customer Identification | Recognizes the customer by email or order number and surfaces their profile — including name, loyalty tier, points balance, and average order spend. |
| Order Details | Retrieves full order information including items, quantities, amounts, and purchase date. Identifies the customer's most recent order automatically. |
| Order Tracking | Provides real-time shipment status and estimated delivery schedule, pulling live data from your commerce platform. |
| Return and Refund Status | Shows the current status of an active return and any associated refund — including progress updates and expected payment timeline. |
| Shipping Address Change | Allows customers to update the shipping address on an open order. A conversation template is available for this flow. |
| Order Cancellation | Cancels a full order or one or more individual items, subject to your cancellation policy and order status. |
| Return Management | Creates a new return or cancels an existing one. Includes eligibility validation, item and reason selection, and refund estimation before confirmation. |
| Product Questions | Answer questions about product availability, sizing, materials, and other catalog details using your connected knowledge base. |
| Store Location Details | Provides store addresses, opening hours, and other location-specific information. |
Note: To access the full template library and configure Autopilot for your retail flows, please reach out to your Talkdesk contact.
To access our template database, please reach out to your Talkdesk contact.
Getting started
All Retail Autopilot use cases require an active e-commerce integration. The following platforms are supported:
- Shopify.
- BigCommerce.
- Custom Integration (via the Talkdesk ERC Standard API).
For setup and integration guidance, refer to the Talkdesk Retail Experience Cloud: Overview
Retail Autopilot capabilities are available to Talkdesk Retail Experience Cloud customers. To enable specific use cases or confirm your integration scope, please reach out to your Talkdesk Contact.